Location: Various Locations
Work Type: Full Time Regular
Job No: 502343
Categories: Customer Service, Administrative/Support
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Application Closes: Open Until FilledWHAT YOU'LL DO:
- Provides direct EAP services to employees and eligible family members through both an internal and external EAP program via telephonic and face-to-face environments for non-clinical, basic needs pertaining to financial wellness, legal referrals, and child or elder care.
- Performs needs assessments and provides appropriate resources, information, and follow-up as necessary. Maintains complete case records, notes and appropriate documentation in EAP database to allow for continuity of care.
- Provides initial intake to determine if calls require a licensed EAP counselor. Conducts warm transfers and/or triages to appropriate services based on determination. Provides warm support during periods of wait for a licensed EAP counselor.
- Develops a general knowledge of EAP plans available to internal and external customers, including using GSAP and the EAP database to look up customer plan information.
- Develops a deep understanding of the resources available through our financial and legal vendors. Promotes and encourages utilization of resources to meet employee needs. Builds strong relationships with vendors and other partners across the nation.
- Maintains and protects client confidentiality consistent with acceptable professional standards, ethics, and protocol, with special consideration for appropriate release of information, including client informed consent.
- Contributes to and manages EAP website including articles, links to outside resources, and partners with marketing to present the right message and materials to our customers.
- Assists EAP staff with development of training and educational materials as needed.
- Continually evolves and deepens knowledge of services available in communities across the country in order to provide impactful, applicable resources available both locally and nationally.
- Actively participates in self development opportunities with a willingness to learn new skills.
- Stays abreast of and adheres to Company processes and procedures, industry changes, federal and state legislation and regulations.
- As needed, responsible for additional projects, assignments, and activities to enhance the quality of services for customers.
ABOUT YOU:
- Ability to respect and protect confidential information.
- Strong attention to detail and the ability to multi-task in a fast-paced environment.
- Proficient in using Microsoft Office and skilled in using on-line database for record keeping.
- Excellent human relations skills with the ability to work independently and collaboratively with a team.
- Excellent verbal and written communication skills.
- Excellent relationship building skills with all levels of internal and external customers.
- Resourceful, with the ability to research and identify services and information across the country.
- Demonstrated ability to provide exceptional customer service utilizing interpersonal skills and strong listening skills with a focus on customer satisfaction.
- Demonstrated ability to adapt to a changing environment with high learning agility.
- Ability to assess and understand the needs of the customer. Demonstrates flexibility in customizing approach and response accordingly
- You help promote a culture of diversity and inclusion within the department and the larger organization. You value different ideas and opinions. You listen courageously and remain curious in all that you do.
- You are able to work remotely and have access to high-speed internet.
- Must be located in United States or Puerto Rico.
We value diverse experience, skills, and passion for innovation. If your experience aligns with the listed requirements, please apply!
VALUABLE EXPERIENCE:
- Bachelor's Degree in Human Services, and/or related field; or equivalent experience in the field
- Bilingual in English and Spanish preferred
- Previous customer service experience
- Internal candidates who have experience with GSAP
WHAT WE CAN OFFER YOU:
- A diverse workplace where associates feel a sense of belonging. To learn more about our commitment of Diversity, Equity and Inclusion, please visit our website
- An organization that feels like a small, close-knit community and has the strength of a Fortune 500 company.
- Tuition reimbursement, training and career development.
- Comprehensive benefits plan that includes medical, dental, vision, disability and life insurance.
- Flexible spending accounts for healthcare and childcare needs.
- 401(k) plan with a 2% company contribution and 6% company match.
- Competitive pay with an opportunity for incentives for all associates.
- Flexible work schedules with a healthy amount of paid time off.
- For more information regarding available benefits, please visit our Career Site.
- Regular associates working 40 hours a week can earn up to 15 days of vacation each year
- Regular associates receive 9 paid holidays in 2023
- Regular associates are provided sick leave through the use of personal time. Associates working 40 hours a week can receive up to 56 hours of personal time in 2023, prorated based on start date.
- Estimated Salary Range: $45,760 - $70,200
- Pay commensurate with experience.
- Recognized as a certified Great Place to Work®.
MUTUAL OF OMAHA:
Mutual of Omaha serves more than 4.8 million individual product customers and 39,000 employer groups. Our legacy of stability creates an environment where every associate is encouraged to experiment, innovate and grow in their own unique career path.
From day one, you’ll have the tools to be your best self at work. Here you’ll do meaningful work and your talents will have a positive impact on peoples’ lives as we help our customers protect what they care about and achieve their financial goals.
Each associate is a unique contributor to creating a diverse, dynamic, thriving and inclusive workplace. We want you to become engaged … feel a sense of belonging … and contribute to the company’s exceptional future.
We are committed to optimizing flexible work. We support a full range of work approaches: fully remote, hybrid and in-person. Many of our roles are remote. Employees in remote roles may occasionally travel to a Mutual of Omaha office or elsewhere for required meetings or team-building events. Remote employees who are assigned a Mutual of Omaha office location can work on-site on a voluntary basis, subject to local and company COVID-19 guidelines.
Join forces with a company that can AMPLIFY YOUR STRENGTHS AND EMPOWER YOUR CAREER.
For inquiries about the position or application process, contact our HR Helpline at 1-800-365-1405.
If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at 1-800-780-0304. We are available Monday through Friday 7 am to 4:30 pm CST we will reply within 24 hours.
Mutual of Omaha and its affiliates are an Equal Opportunity /Affirmative Action Employer. Qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
To All Recruitment Agencies: We do not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.
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