Customer Service Specialist

Primary Job Title

Customer Service Specialist

Location

Springfield, MA

Onsite Flexibility

Remote

Contract Details

Position Type: Contract

Pay Rate: $25.00 / Hour (USD)

Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Job Summary

The New Business Service Specialist plays a critical role in supporting a new distribution opportunity by delivering timely, accurate, and high-quality service experiences to advisors. This role is designed for a service professional who thrives in a fast-paced, customer-centric environment and is passionate about providing exceptional support across multiple communication channels. The Service Representative will provide approximately 60% telephone-based support and 40% written support (email and other system-based correspondence). As a frontline partner to distribution teams, this role focuses on resolving inquiries, supporting new business processing, and creating a seamless, positive experience for field customers and internal partners alike.

The New Business Service Center (NBSC) is a newly established, highly collaborative service team dedicated to supporting growth through new distribution channels. The team is built around hospitality-driven service, problem resolution, and ease of doing business. Working together to deliver consistent, professional, and relationship-focused experiences, NBSC team members support one another, share knowledge openly, and take pride in being dependable, trusted service partners.

As a New Business Service Specialist, you will serve as the primary point of contact for inbound service requests related to the Life New Business & Underwriting organization. You will help simplify processes, resolve issues efficiently, and ensure requests are handled with care, accuracy, and urgency. Your work directly supports new business flow, strengthens partner confidence, and contributes to the successful expansion of new distribution opportunities.

Key Responsibilities

• Provide high-quality inbound telephone support, responding to service inquiries with professionalism, speed, and clarity.
• Deliver accurate and timely written responses via email and other written channels, ensuring clear documentation and follow-up.
• Support new business processing by answering questions, researching case status, and assisting with issue resolution.
• Serve as a liaison between distribution partners and internal teams to resolve service needs efficiently.
• Manage multiple service requests concurrently while meeting service level expectations.
• Document interactions, actions, and outcomes thoroughly and accurately in appropriate systems.
• Identify recurring issues or trends and escalate opportunities for process improvement.
• Partner closely with teammates and leaders to ensure consistent service experiences.
• Adapt quickly to new products, processes, and distribution requirements.
• Demonstrate ownership by following requests through to resolution.

Required Skills

• Exceptional written and verbal communication skills
• Comfort handling frequent inbound phone interactions
• Strong problem-solving skills and sound judgment
• Ability to manage competing priorities while maintaining attention to detail
• Proficiency in navigating multiple systems and tools simultaneously
• Collaborative team player with a positive, customer-first mindset

Preferred Skills

• Bi-lingual (Spanish)
• Experience in Financial Services or Insurance
• Familiarity with new business, underwriting, or case servicing processes
• Proven ability to deliver exceptional customer service in a high-volume environment
• Thrives in fast-paced, evolving environments
• Committed to service excellence and continuous improvement
• Willingness to work west coast hours (until 8 pm ET)

Education Requirements

• High School Diploma or equivalent
• Associate or bachelor's degree preferred

Required Experience

• 3 years of customer service experience, preferably in a call center or service center environment

Benefits

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

About the Company

Leading financial services company offering life insurance, disability income insurance, long-term care insurance, retirement planning, and annuities. Committed to corporate responsibility and creating an inclusive work environment.

About GTT

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. As a Native American-owned, economically disadvantaged corporation, we highly value diverse and inclusive workplaces. Our clients are Fortune 500 banking, insurance, financial services, and technology companies, along with some of the nation's largest life sciences, biotech, utility, and retail companies across the US and Canada. We look forward to helping you land your next great career opportunity!

Job Number: 26-04264

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