Customer Success Specialist

Wellabe

Customer Success Specialist 2 providing customer service to policy holders and medical providers. Engaging with callers to address moderately complex inquiries and processing changes per guidelines.

Posted 5/21/2026full-timeRemote • Iowa • 🇺🇸 United StatesJuniorWebsite

About the role

Key responsibilities & impact

Receive calls, respond to workflows and chat to answers basic to moderately complex questions from policyholders, medical providers, and sales agents on life, preneed, or health (such as Medicare supplement, dental, vision, hearing, Hospital Indemnity & Ancillary Products) policies such as claims, benefits, and premiums while protecting privacy as outlined by state and federal regulations.
Receive and process basic to moderately complex changes such as premium refunds, deductible changes, co-insurance changes, network changes, refunds premiums, reconciliation, balancing, removing dependents, standard terminations and other related items.
Document all aspects of customer claims to ensure file has all information required to fulfill policyholder and/or provider requests.
Occasionally research systems, websites, and work with internal departments to accurately follow-up with and resolve basic to moderately complex policyholder and provider complaints and concerns, escalating issues appropriately to more experienced peers to resolve more complex issues and assisting peers through chat lines as needed.
Plan, coordinate, and execute basic to moderately complex projects to support the business.
Train, mentor, support, and develop less experienced customer success representatives by providing advice, coaching and educational opportunities.

Requirements

What you’ll need

Working knowledge of the principles, processes, and practices related to customer success.
Ability to meet and maintain metrics of a Customer Success Specialist 2; including First Call Resolution, efficiency, quality, productivity, core competencies, etc.
Average accuracy on judgement for policies, requests, and documentations with a working attention to detail.
Strong verbal and written communication skills with the ability to respond effectively to both internal and external customers.
Active listening skills with ability to understand concern and ask relevant questions.
Ability to maintain policyholders, medical providers, and sales agents’ privacy by following state and federal regulations.
General knowledge of MS Office (Excel, Word, Outlook).
High school diploma or GED equivalence.
1+ year customer service or related experience.
Insurance industry experience, a plus.

Benefits

Comp & perks

Hybrid availability
401(k) with company match
Health insurance
Paid time off, holidays
Volunteer time off
Lifestyle Spending Account (LSA)
Paternity leave
Growth opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer success principlesFirst Call Resolutionattention to detaildocumentationsproject coordinationclaims processingpremium refundsdeductible changesco-insurance changesnetwork changes

Soft Skills

verbal communicationwritten communicationactive listeningproblem-solvingmentoringcoachingcustomer serviceteam collaborationorganizational skillsadaptability

Certifications

high school diplomaGED