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Navy Mutual Aid Association · 1 day ago

Customer Service - Customer Service Specialist

Arlington, VA, USA

Full-time

Onsite

Mid Level

3+ years exp

Navy Mutual Aid Association is a member-owned, non-profit organization dedicated to providing affordable life insurance to service members and their families. They are seeking a Customer Service Specialist to deliver exceptional service, resolve member inquiries, and maintain accurate documentation in their CRM system.

Employee BenefitsFinancial ServicesLife Insurance

Comp. & Benefits

Responsibilities

Deliver exceptional customer service by accurately addressing inquiries across phone, email, mail, and in-person channels

Efficiently navigate multiple systems—including Outlook, CRM/Salesforce, policy administration platforms, imaging systems, call center tools, calculators, and illustration systems—to resolve member needs

Maintain strong working knowledge of the full life cycle of Life and Annuity products, such as Billing & Collections, Distributions, and In-force processes

Counsel and assist Members with policies at risk of lapse or termination; oversee reinstatements and handle all contract-related activities and in-force illustrations

Proactively reach out regarding address changes, billing matters, and statement notices

Educate Members and their families on military benefits and Navy Mutual products; refer potential sales opportunities to appropriate representatives

Represent Navy Mutual with professionalism and empathy, ensuring every Member feels valued, informed, and supported

Qualification

Customer service experienceLife insurance expertiseCRM proficiencyCall center operationsProfessionalismAttention to detailProblem-solvingSelf-motivated