About Armed Forces Benefit Association (AFBA)

The Armed Forces Benefit Association (AFBA) was established in 1947 in the basement of the Pentagon with the support of the General of the Army, Dwight D. Eisenhower, to ease the strain on military members and their families. At the time, life insurance that would pay a death benefit if the member was killed in combat was not available. Today, AFBA continues to honor its mission, in war and peace, for those who serve this great nation including our military, emergency first responders, government employees and contractors, and their families. We continue promoting member’s welfare through death benefits and other member benefits. AFBA death benefits are funded by life insurance underwritten by 5Star Life Insurance Company (“5Star Life”).

Through our values of Integrity, Commitment, Stewardship, Service, Patriotism, Inclusiveness, Culture, and Social Justice, our team provides insurance solutions for those who serve, defend, and protect our great nation in the armed forces, as well as first responders, federal government and department of defense employees, and our country's civilian workforce. We welcome you to apply and consider joining our team of service-focused professionals.

We offer a hybrid work environment. This position is in Alexandria, VA

About the team:

AFBA / 5Star Life provides life insurance benefits to members of the military, first responders, government employees, and their families. Our Call Center is the first place members contact to receive accurate, caring, and efficient responses. We are seeking compassionate, professional individuals to respond to our members’ questions and requests for service.

About the role:

This role serves as the frontline professional for AFBA and 5Star Life Insurance Company by listening, assessing, and responding to our member and customer inquiries. Our team provides continual focus on providing the best possible Member/Customer Experience.

• First contact for our members and customers answering inquiries regarding their life insurance coverage and other member benefits. Methods of communication include phone calls, e-mails, chats, and letters
• Foster trust and customer satisfaction by providing the best possible Customer Experience
• Communicate effectively by listening, showing empathy, and taking ownership
• Accurately update contact and policy information in the Customer Relationship Management (CRM) system and/or the Policy Administration system, following established policy
• Strive for First Call Resolution; coordinate follow-up actions with supervisor or other business units as needed (via written workflows)
• Promote self-service options via the Member portal and E-delivery opt in

What we are seeking:

• Ability to work in and grow with a call center that takes approximately 600 calls per day while adhering to scheduling requirements
• Effective professional communication skills both verbal and written
• Working knowledge of life insurance products, policies, and industry, or the ability to learn them
• Ability to use knowledge of process and systems to appropriately respond to a situation
• Analytical skills sufficient to navigate customer services relations with members and potential clients
• Solid computer and multi-tasking skills, including the ability maintain professional customer service relations while using computer, applications, or other technology to service customers’ requests
• Flexibility in work schedules and adapting to change in procedures and guidelines

• Attendance – Requesting and using leave in accordance with policies and procedures; notifying supervisor directly if an unscheduled absence is necessary; arriving at and leaving workstation per approved schedule
• Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting
• Service Orientation — Actively looking for ways to help people
• Speaking — Talking to others to convey information effectively
• Comprehension — Understanding and applying written material in work-related documents.
• Time Management — Managing one's own time and the time of others
• Writing — Communicating effectively in writing as appropriate for the needs of the audience
• High School diploma, GED, or equivalent
• Understanding of the Military and First Responder Culture or the ability to learn
• Prior relevant experience; Call Center or Customer Relations experience is a plus
• Bilingual in English & Spanish a plus

What recruitment looks like:

We expect to onboard a team member into this role in June 2023. Our recruitment process generally consists of an HR phone scree, virtual interview with the supervisor team, and, for finalist candidates, a conversation with our team's director. During the interview, we will ask questions about your background and experience (professional and educational) to explore how it relates to the position you are being considered for. It is helpful to have examples of your work and projects as well as technology/computer applications you have used.

Benefits we offer:

• health insurance (medical, dental, and vision)
• flexible spending accounts (medical and dependent care)
• 401k plan with generous employer match
• employer-funded pension plan
• paid time off
• paid holidays (11)
• life insurance
• short- and long-term disability insurance
• employee assistance program
• professional development & tuition reimbursement
• career growth opportunities
• hybrid work environment
• on-site gym and locker rooms (Alexandria, VA office only)
• friendly, collaborative culture

Qualified people of all races, ethnicities, ages, sex, genders, sexual orientations, national origins, gender identities, marital status, religions, veterans' statuses, disabilities, and any other protected classes are strongly encouraged to apply. As an equal opportunity workplace, we are committed to creating an inclusive environment for all employees. AFBA and 5Star Life Insurance Company endeavors to make reasonable accommodations to the known physical or mental limitations of qualified applicants with a disability unless the accommodation would impose an undue hardship on the operation of our business. If an applicant believes they require such assistance to complete the application or to participate in an interview, or has any questions or concerns, they should contact Human Resources (hr at afba dot com). EEO is the Law (Link to external DOL site). AFBA and 5Star Life Insurance Company is an Equal Opportunity Employer and an E-Verify Employer.