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Annuity and Customer Experience Specialist – Licensed
Group 1001. Serve as the Voice of Gainbridge across member and prospective-member conversations .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer engagement and education on annuity solutions, with a strong focus on retention strategies and effective communication across multiple channels. Holds an active Indiana life license and possesses a solid background in financial services and insurance regulations.
Highest-signal resume keywords
Active Indiana Life LicenseCustomer-Facing Experience in InsuranceZendesk ExperienceRetention and Win-Back StrategiesAbility to Explain Complex Financial Products
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Annuity Solutions EducationOutbound CallingProduct Knowledge Resource ManagementEnrollment Recovery ProgramsCustomer Relationship Management
Soft Skills
Strong Written CommunicationGoodwill Decision MakingRelationship Management
Tools & Technologies
ZendeskAWS ConnectCRM Systems
Certifications & Qualifications
Active Indiana Life License
Industry Keywords
Financial ServicesInsuranceAnnuitiesRetirement ProductsRegulated Environment
Tech Stack
Tools & technologiesAWS
About the role
Key responsibilities & impact- Serve as the Voice of Gainbridge across member and prospective-member conversations
- Deliver accurate, in-depth education on the company’s annuity solutions
- Own Agent AWS Queues and GB Assist for inbound calls, prospect intake, follow-up, and new-business capture
- Support members and prospects through live chat, email, and Zendesk enrollment queues while meeting channel SLAs
- Conduct substantive product conversations and make goodwill decisions within published guardrails
- Re-engage prospects who abandoned applications and guide them through completed enrollment, activation, and first deposit
- Capture prospect contact information for future communications
- Conduct outbound retention outreach to at-risk, newly enrolled, dormant, and lapsed members
- Save at-risk relationships, reactivate dormant accounts, win back former members, and identify relationship-deepening opportunities
- Curate and maintain the product-knowledge resource hub
- Flag enrollment friction, website issues, and recurring product confusion as Voice of Customer feedback
- Share learnings with the team and incorporate team knowledge
Requirements
What you’ll need- Active Indiana life license, or ability to obtain licensure within 60 days of hire
- 4+ years in a customer-facing role in insurance, annuities, financial services, or another regulated environment
- Ability to explain complex financial products in plain, honest language
- Comfort with outbound calling
- Experience working across multiple channels and systems simultaneously
- Zendesk, AWS Connect, or comparable CRM/telephony experience preferred
- Strong written communication for chat and email
- Background in annuities, retirement, or wealth products preferred
- Experience with retention, win-back, or enrollment recovery programs preferred
- Familiarity with insurance regulatory and suitability requirements preferred
Benefits
Comp & perks- Comprehensive health, dental, and vision insurance plan options for eligible employees working 30 or more hours weekly
- Basic and Supplemental Life Insurance
- Short- and Long-Term Disability
- Employee Assistance Program with immediate access for all employees
- Wellness programs with immediate access for all employees
- 401K plan with matching contributions by the Company