Customer Engagement Specialist – Retirement Services

OneAmerica Financial

Customer Engagement Specialist managing participant interactions and support inquiries at OneAmerica Financial in a fully remote setting. Delivering exceptional customer service and driving one-call resolutions for retirement services.

Posted 4/29/2026full-timeIndianapolis • 🇺🇸 United StatesMid-LevelSenior💰 $21 - $28 per hourWebsite

About the role

Key responsibilities & impact

Utilize EWA (Empowerment with Accountability) to assist our participants, beneficiaries and support internal partners.
Manage inbound calls for inquiries involving web technical support, demographic changes and various inquiries in regards to retirement pension plans.
Identify client needs, clarify information, research every issue, and provide “one-call” resolution and/or alternative.
Collaborate with stakeholders to improve the customer’s experience.
Managing incoming volumes to maintain both service and quality goals.
Submit transactional service requests and assist clients.
Coordinate with support functions to ensure client requests are handled timely.
Manage escalations and the associated communication required.
Based upon feedback provided, identify opportunities for improvement.

Requirements

What you’ll need

3-5 years work experience within customer service environment
Prefer 1+ yrs. insurance experience in operations, call center or financial services.
Effective written and verbal communication skills are required.
Proficiency with Microsoft Office and ability to navigate multiple systems is helpful.
Great active listening skills
Strong time management and organizational skills.
Adaptability and flexibility.
Comfortable working in fast-paced environments
Phone skills, including familiarity with complex or multi-line phone systems.
High school diploma or equivalent required
College degree or work experience in lieu preferred.

Benefits

Comp & perks

Medical & prescription, dental, vision insurance
Health Savings Account & Flexible Spending Accounts
Paid Time Off
10 weeks 100% paid parental leave (after completing 12 months of employment)
401(k) Plan with company match
Pension Plan
Company paid life & disability insurance
Wellness Program & Company paid employee assistance program
Clinic access subject to location* (*Indianapolis, Charlotte, Cincinnati )

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer serviceinsurance operationscall centerfinancial servicestransactional service requestsweb technical supportdemographic changesone-call resolutionproblem-solving

Soft Skills

effective communicationactive listeningtime managementorganizational skillsadaptabilityflexibilitycollaborationescalation managementcustomer experience improvement

Certifications

high school diplomacollege degree