Customer Care Analyst

TRAINING DATES & SCHEDULE: Our next start date is September 3 and September 20 , with virtual training beginning September 8 and September 14, respectively. Training is a structured, instructor-led program designed to set you up for success in the Customer Care Analyst role. The program includes a combination of foundational learning, system navigation, call handling practices and guided support as you build confidence in the role. Attendance is mandatory for the entire training period. Training is held Monday through Friday, 8:00 AM – 4:30 PM CST . The length of training may vary based on business needs and learning progression. Following training, your regular shift will transition to our closing hours: 9:00 AM – 5:30 PM CST . WHAT WE CAN OFFER YOU: Hourly Wage: $21.00, plus annual bonus opportunity. 401(k) plan with a 2% company contribution and 6% company match. Work-life balance with vacation, personal time and paid holidays. See our benefits and perks page for details. Applicants for this position must not now, nor at any point in the future, require sponsorship for employment. WHAT YOU'LL DO: Provide exceptional service in a high-volume contact center environment by handling back-to-back inbound calls, many of which involve complex or emotionally sensitive situations. Support customers navigating challenging experiences with empathy, professionalism and urgency, de-escalating concerns and turning tough moments into positive outcomes. Manage multiple systems and screens while resolving inquiries accurately, all while meeting or exceeding productivity, quality and attendance goals in a fast-paced environment. Build strong, collaborative relationships with your team, internal partners and customers, while upholding our values of customer focus, integrity, innovation, accountability and collaboration. WHAT YOU’LL BRING: Strong communication skills—You listen with empathy, speak with clarity and know how to build trust, even during tough conversations. Problem-solving mindset—You’re quick to assess a situation and work toward a resolution, aiming to take care of the customer’s need in just one call. Accountability and reliability—You show up for our customers and your team, consistently meeting schedule expectations and taking ownership of your work. Tech-savvy confidence—You’re comfortable navigating multiple systems, troubleshooting online portal issues and guiding customers step-by-step over the phone. You promote a collaborative culture, value different ideas and opinions, and listen courageously, remaining curious in all that you do. Able to work remotely with access to a high-speed internet connection and located in the United States or Puerto Rico. PREFERRED: Experience in a customer service or contact center environment. Experience with the application of policies, practices and procedures in a business environment. Exposure to the insurance or healthcare industry. Basic understanding of life and health insurance products, terminology and processes. Willingness to actively participate in team huddles, including on-camera engagement. Ability to multi-task effectively, work under pressure, meet deadlines and adapt to changing customer and business need. We value unique experience, skills, and passion for innovation. If your experience aligns with the listed requirements, please apply! If you have questions about your application or the hiring process , email our Talent Acquisition area at [email protected] . Please allow at least one week from time of applying if you are checking on the status. Stay Safe from Job Scams Mutual of Omaha only accepts applications from mutualofomaha.com/careers . Legitimate communications will come from '@mutualofomaha.com.' We never request sensitive information or extend job offers without conducting interviews. For more details, check our Hiring FAQs . Stay alert for scams and apply securely! Hiring Policies and Legal Notices