About Us

With a multinational global team, Davies Group is a specialist professional services and technology firm working in partnership with leading insurance, highly regulated, and global businesses.

At Davies Group, we help clients to manage risk, operate core business processes, and to transform and grow. We deliver operations, consulting and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation, customer experience, human capital, transformation, and change management.

In 2020, Davies US LLC acquired TriPlus Services Inc., and later in 2021, acquired Disability Management Services Inc., both third party companies provide a range of insurance services to clients. These acquisitions, now known as Davies Life and Health, have allowed the Davies Group to become leaders within the insurance industry, sharing their knowledge and expertise regarding claims, policy administration, actuarial services, consulting services, and management solutions to help meet the needs of their clients.

Job Overview

Davies Life and Health is looking for a Policyholder Services Representative I, who will be responsible for responding to inbound customer service inquiries, complaints, and service requests in a professional and timely manner. You will be the first point of contact with policyholders and their representatives which requires a commitment to client sensitivity, service, and guideline adherence. PHS Reps spend 80% or more of their day responding to telephone inquiries from policyholders and/or their representatives, at times back-to-back calls. This position requires a willingness and ability to sustain the demands of a telephone support role within a collaborative team environment.

Must be local to Omaha, Nebraska as this is a hybrid role with the first 90 days of training on-site, with the possibility of becoming 100% remote following training.

Responsibilities & Duties

• Provide exceptional customer service in a phone support role
• Empathetically assist policyholders and their representatives by providing information on highly individualized policy inquiries
• Communicate with policyholders and their representatives by telephone and in writing, as well as with internal co-workers
• Identify needs of caller utilizing active listening skills; professionally and appropriately respond to inquiries meeting the department’s established guidelines, policies, and procedures
• Process documents in an efficient and timely manner
• Update and change customer contact and policy information with accuracy
• Respond to all written inquiries, communicating clearly and with proper grammar
• Meet or exceed all established minimum expectations/metrics and goals for the position
• Meet or exceed standards for productivity and quality as established for the role
• Appropriately and accurately process all confidential information abiding by HIPAA privacy laws
• Ensure the smooth transition of inquiry to appropriate department when necessary
• Perform additional duties as assigned

Experience & Qualifications

• High School education/GED required; post-secondary degree preferred
• Prior customer service experience required
• Insurance or medical background preferred with the understanding of medical terminology, health insurance, claims, and long-term care
• Proficient computer skills and experience in Microsoft Office products, with the ability to learn various system applications required

Knowledge, Skills, & Abilities

• Possess a high degree of tact, empathy, and professionalism
• Exceptional interpersonal skills with an enthusiastic nature and an overall passion for excellence
• Possess the ability to use strong and effective listening skills to ask appropriate questions to fully understand the needs of policyholders and representatives
• Effectively relay complex insurance information and policy language into basic understandable concepts
• Ability to apply learned principles to specific and unique circumstances
• Superb written and verbal communication skills; must be clear and concise, both in written communications and when speaking to policyholders and representatives
• Detail oriented with the ability to work independently as well as part of a team
• Ability to toggle between multiple screens while documenting and speaking with policyholders
• Exceptional attention to detail with excellent organizational skills
• Proactively provide creative and analytical recommendations to management for process and performance improvement
• Possess the ability to type 35 words-per-minute (WPM)

Essential Requirements

• Must have US work rights
• Hybrid environment with the possibility of being 100% remote after
• Local to Omaha, Nebraska (or local surrounding areas)

Diversity & Inclusion

Davies is committed to being a diverse and inclusive workplace. We welcome candidates of all genders, gender identity and expression, neurodiversity, sexual orientation, disability, physical appearance, body size, race, age, nationality, and belief (or lack thereof).

Rewards & Recognition

We embrace innovation and run an annual competition available for all colleagues to submit their ideas. The top 10 finalists travel to the current year’s competition site where they pitch their ideas to our investors. The winner receives funding to bring their idea to life and the runners up receive a reward for their involvement. Some of our colleagues have moved across into brand new positions to further develop their ideas/projects!

Benefits

• Medical, dental, and vision plans
• 401k plan with employer matching
• Paid Time Off, Sick Leave, and Paid Holidays
• Life insurance, short term, and long-term disability plans
• Amazing Executive and Senior leadership as well as fabulous colleagues

Role Classification & Work Environment

This role is a hybrid, full-time, hourly, non-exempt role. This position operates in a professional office and a home-based office and routinely uses standard office equipment such as laptops, printers, and phones. While performing the duties of this job, the individual will be required to regularly hear and talk. This is a sedentary role that requires the ability to sit for prolonged periods at a desk, reach outward, use a phone, use of fingers to use office equipment such as a keyboard, mouse, phone, printer, copier, and to reach above the head, bend, or stand, as necessary.

Location

Davies Life and Health is currently able to support employees residing in the following US locations: AK, AL, AR, FL, GA, HI, IA, ID, IL (except Chicago & Cook County), IN, KY, KS, LA, MN (except Duluth, Minneapolis, & Saint Paul), MS, MO, NC, ND, NE, NH, OH, OK, PA (except Philadelphia, Pittsburgh & Allegheny County), SC, SD, TN, TX, UT, VA, WV, WI, and WY. If you live in—or are willing to relocate at your own expense to—any of the listed locations, we look forward to your application! If there is a required or preferred location for an open role, it will be listed in the job description. Should your state not be listed, please visit https://davies-group.com/location/to locate a subsidiary near you.

Job Type: Full-time

Pay: $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid remote

Ability to commute/relocate:

• Omaha, NE 68114: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)?
• What city and state do you currently reside in?
• Have you ever been employed by Davies Group or one of its subsidiaries? If yes, what company, what was your title, and dates of employment?
• What is your desired hourly rate?

Education:

• High school or equivalent (Preferred)

Work Location: Hybrid remote in Omaha, NE 68114

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