Lead Individual Client Services Specialist

This position is responsible for leading service delivery by using strong subject matter knowledge about company products to resolve complex service issues. The incumbent works independently and influences others to achieve operational targets and customer retention.

• This is a hybrid role working partially in-office and partially from home in either Lincoln, NE or Cincinnati, OH

What you do:

• Responsible for delivering training as needed for the Individual Client Services Contact Center, including new hire training. Will work closely with the Training department in developing training for both new associates and existing associates.
• Provide support to the team members on handling complex issues. Handle complaints professionally, tactfully and with good judgment.
• Authorizes reasonable exceptions and obtains legal opinion when necessary.
• Handle stress and complexities related to customer service and deal tactfully with associates and customers who become irate as a result of adverse policy determination.
• Communicate and inform information timely and effectively to the team.
• The incumbent is required to communicate and work with other team leaders, other managers and/or other areas of the Company in an effective and cooperative manner to achieve team and Company goals and objectives. This requires involvement with Marketing, Information Services, Law, Actuarial, Accounting and Human Resources
• Provide technical support as is requested by service center associates and producers.
• Respond to inquiries via the phone, email and process requests to ensure service levels are maintained.
• Perform quality reviews of completed work by Client Services associates and provide appropriate documentation.
• Participate in opportunities to broaden personal and professional skills
• Incumbent can expect to spend 50 - 75% of their time on the phone.

What you bring:

• Bachelor's Degree or equivalent experience required
• 3-5 years of Client Service or business-related experience
• LOMA ACS preferred
• Series 6 or 99 Securities License preferred or able to obtain based on business need.
• Analytical and problem-solving skills, organizational skills, customer service skills and the ability to work with detail and meet deadlines and time sensitive project schedules. Displays a positive attitude through optimism, flexibility, ambition, personal motivation, shows interest in work and respect for clients and co-workers. Possess excellent verbal and written communication skills, displays a strong commitment to excellent customer service.

What we offer:

A meaningful mission. Great benefits. A vibrant culture
Ameritas is an insurance, financial services and employee benefits provider Our purpose is fulfilling life. It means helping all kinds of people, at every age and stage, get more out of life.
At Ameritas, you’ll find energizing work challenges. Flexible hybrid work options. Time for family and community. But dig deeper. Benefits at Ameritas cover things you expect -- and things you don’t:

Ameritas Benefits
For your money:
• 401(k) Retirement Plan with company match and quarterly contribution.
• Tuition Reimbursement and Assistance.
• Incentive Program Bonuses.
• Competitive Pay.

For your time:
• Flexible Hybrid work.
• Thrive Days - Personal time off.
• Paid time off (PTO).

For your health and well-being:
• Health Benefits: Medical, Dental, Vision.
• Health Savings Account (HSA) with employer contribution.
• Well-being programs with financial rewards.
• Employee assistance program (EAP).

For your professional growth:
• Professional development programs.
• Leadership development programs.
• Employee resource groups.
• StrengthsFinder Program.

For your community:
• Matching donations program.
• Paid volunteer time– 8 hours per month.

For your family:
• Generous paid maternity leave and paternity leave.
• Fertility, surrogacy, and adoption assistance.
• Backup child, elder and pet care support.

An Equal Opportunity Employer

Ameritas has a reputation as a company that cares, and because everyone should feel safe bringing their authentic, whole self to work, we’re committed to an inclusive culture and diverse workplace, enriched by our individual differences. We are an Equal Opportunity/Affirmative Action Employer that hires based on qualifications, positive attitude, and exemplary work ethic, regardless of sex, race, color, national origin, religion, age, disability, veteran status, genetic information, marital status, sexual orientation, gender identity or any other characteristic protected by law.

Application Deadline
This position will be open for a minimum of 3 business days or until filled.

This position is not open to individuals who are temporarily authorized to work in the U.S.