About this role.
This is a remote Customer Care Analyst role at Mutual of Omaha, focused on handling inbound calls in a high-volume contact center. The job involves supporting customers with complex and emotionally sensitive situations, de-escalating concerns, and resolving issues on the first call. Training is provided, and the role requires strong communication, problem-solving, and tech-savvy skills. The position offers an hourly wage of $21.00, plus bonus and benefits, with a schedule of 9:00 AM to 5:30 PM CST after training.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
5/5Autonomy Level
3/5Communication Load
5/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Customer Care Analyst position at Mutual of Omaha. With a strong background in customer service and a passion for helping others, I am confident in my ability to handle high-volume, emotionally sensitive calls with empathy and professionalism. My experience in de-escalating challenging situations and navigating multiple systems aligns perfectly with your requirements.
I thrive in fast-paced environments and take pride in resolving customer issues on the first call while meeting productivity and quality goals. Your company's values of customer focus, integrity, and collaboration resonate with me, and I am eager to contribute to your team.
Thank you for considering my application. I look forward to the opportunity to discuss how my skills can add value to Mutual of Omaha.
Sincerely,
[Your Name]
Sample interview questions
In my previous role, I had a customer who was upset about a billing error. I listened attentively, acknowledged their frustration, and calmly explained the steps I would take to correct the issue. I resolved the error in one call and followed up to ensure their satisfaction, which turned the experience into a positive one.
I stay organized and focused by taking a deep breath between calls, using a consistent note-taking system, and prioritizing quick resolutions. I also remind myself that each customer deserves empathy, which helps me stay calm and present in the moment.
I am very comfortable with multitasking and have experience using multiple systems simultaneously. In past roles, I would navigate customer accounts, reference procedures, and document details in real-time while maintaining a natural conversation with the customer.
Mutual of Omaha has a strong reputation for integrity and customer care, which aligns with my personal values. I am excited about the opportunity to work in a role that makes a real difference in customers' lives, and I appreciate the company's commitment to employee development and support.
A customer once called in extremely angry about a delayed claim. I apologized sincerely, validated their feelings, and clearly explained the reason and timeline for resolution. By staying calm and offering a specific solution, I was able to calm them down and they thanked me for my help at the end of the call.
TRAINING DATES & SCHEDULE:
Our next start date is September 10, with virtual training beginning September 14
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 careers@mutualofomaha.com. 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!
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