Health and Annuity Customer Care Analyst II

Remote from: USA
Salary, yearly, USD: 42,000 - 42,000
Department: Customer Success
Employment type: Full Time,
Job posted: 20 Jul 2026
Apply before: 20 Aug 2026
Views / Applies: 74 / 2

For every customer ... a financial future imagined, planned and secured.

Financial Services
1909

AI Summary

This role involves providing direct customer support to policyholders, producers, and providers via phone, email, and written correspondence in a health and annuity call center. The analyst will resolve complex inquiries, process policy transactions, and work independently while collaborating with internal teams. The position requires strong analytical skills, multitasking abilities, and a focus on customer retention and satisfaction. It offers a stable hourly wage of $21.00 plus bonus, with comprehensive benefits. The ideal candidate has experience in health product lines and call center environments.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The job is moderately difficult due to the need to handle complex policy transactions and maintain accuracy under high volume, but it follows established procedures and does not require high-level strategic decision-making.

Salary Analysis

AI Insight The offered salary of $42,000 per year is at the lower end of the market range for health and annuity customer care analysts, which typically spans from $35,000 to $55,000. However, the inclusion of an annual bonus and comprehensive benefits may offset the base pay. Candidates with strong experience may negotiate slightly higher.

Core Skills Required

Customer Service Health Insurance Annuity Call Center Policy Administration Account Management Problem Solving Communication Skills Multitasking Regulatory Compliance

Cover Letter Sample

Dear Hiring Manager,

I am writing to express my interest in the Health and Annuity Customer Care Analyst II position at Mutual of Omaha. With over three years of experience in health insurance call centers, I have honed my ability to resolve complex policy inquiries while maintaining high customer satisfaction. I am skilled at multitasking across multiple systems and thrive in fast-paced environments. My strong analytical skills and dedication to continuous learning align with your team's values of accountability and operational excellence. I am confident that I can contribute to your customer retention goals and look forward to discussing how my background fits this role.

Sincerely,
[Your Name]

Sample Interview Questions

Describe a time you dealt with a difficult customer. How did you handle it?

I remained calm and empathetic, actively listened to their concerns, and assured them I would find a solution. I researched their policy history, explained options clearly, and followed up to ensure satisfaction. This approach resolved the issue and retained their business.

How do you prioritize tasks when handling a high volume of calls and emails?

I assess urgency and impact first, such as addressing immediate policy lapses or billing errors. I use systems to track pending items and set reminders. During downtime, I complete non-urgent follow-ups. This ensures critical issues are resolved promptly while maintaining overall efficiency.

Explain a complex health insurance policy transaction you processed. What made it challenging?

I processed a claim involving coordination of benefits between two insurers. The challenge was verifying eligibility and applying correct payment percentages. I cross-referenced plan documents, communicated with both carriers, and updated the system accurately, ensuring the provider was paid correctly.

How do you stay updated on product and regulatory changes in the health insurance industry?

I regularly review internal communications, attend mandatory training sessions, and subscribe to industry newsletters. I also participate in team huddles to share knowledge. This proactive approach ensures I apply current regulations and product updates when assisting customers.

Give an example of how you worked collaboratively with an internal team to resolve a customer issue.

A customer had a discrepancy in their annuity surrender value. I coordinated with the finance and compliance teams to investigate. We identified a calculation error, corrected it, and I personally called the customer to explain. The collaboration ensured a swift resolution and reinforced trust.

Join a team dedicated to delivering an exceptional customer experience. In this role, you will provide direct support to policyholders, producers, providers, and other stakeholders through phone, email, and written correspondence. You will resolve customer inquiries, process complex transactions, and manage a variety of service requests with professionalism and efficiency.

Successful candidates will demonstrate strong customer service skills, the ability to analyze and process multifaceted requests, and the confidence to work independently with minimal supervision. This position offers the opportunity to develop an expanded knowledge base while contributing to a collaborative, engaged, and accountable workforce focused on customer satisfaction and operational excellence.

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:

Deliver exceptional customer service by handling inquiries, resolving issues, and communicating outcomes through phone, email, and written correspondence while supporting customer retention.
Meet performance expectations for customer satisfaction, quality, productivity, attendance, and schedule adherence in a fast-paced, customer-focused environment.
Analyze and process complex policy transactions, make informed decisions, manage financial-impacting requests, and identify opportunities to retain and grow business.
Collaborate effectively with customers, providers, producers, and internal partners to resolve issues, share knowledge, support team development, and improve processes.
Demonstrate accountability, adaptability, and continuous learning by staying current on products, procedures, regulations, and industry changes while proactively contributing to operational excellence.

WHAT YOU’LL BRING:

Proven experience with the Health product line
Proven experience working in the Health Call Center
Demonstrate accountability, professionalism, and a strong sense of urgency while adhering to company policies, performance expectations, and attendance requirements.
Provide exceptional customer service through active listening, effective communication, empathy, and timely resolution of customer inquiries and concerns.
Successfully manage high-volume phone interactions while multitasking across multiple systems, applying product knowledge, and maintaining accuracy and attention to detail.
Utilize strong analytical, organizational, and problem-solving skills to make informed decisions, manage priorities, collaborate effectively, and continuously improve through feedback and learning.
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:

Seasoned Health service call center skills and knowledge.
Willingness to be on camera to actively participate in daily team huddles.
Experience with the application of policies, practices and procedures in a business environment.
Broad insurance product knowledge.

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 careers@mutualofomaha.com. Please allow at least one week from time of applying if you are checking on the status.

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