I knew I could make things better for our customers. But just as importantly, I felt empowered to make it happen.

NIKKI SMALL
Senior Implementation Consultant

Nikki Small didn’t always think of herself as a leader. Then she had a great idea. “I knew I could make things better for our customers,” said Nikki. She observed that making contract changes was a frustrating process for customers. Submitting a change was complicated, and a lack of clarity led to delays. So Nikki proposed creating a new online portal for customers that would be easy to access and simple to use. The idea promised immediate benefits. Not only were these ideas embraced, Nikki felt deeply encouraged by management throughout the project. “I feel like a leader, because I have the ability to be one here,” she said. “That makes me want to go above and beyond every day I’m here.”

I was just somebody taking phone calls, then there I was meeting with the board. I love that working here means I am listened to.

DEBE ROBINSON
Senior Associate in Administration

For Debe Robinson, a senior associate in administration, trust and empowerment go hand-in-hand. “We’re empowered to fix problems when we see them,” said Debe. “For example, in the call center we realized people didn’t trust you to follow up with them. The Customer Promise Date was our guarantee that we would find them the answers in a timely way.” Debe was invited to present her work to board members, where she explained how her idea was put into practice. “I couldn’t believe it,” said Debe. “I was just somebody taking phone calls, then there I was meeting with the board. I love that working here means I am listened to.”

I leave every day with a sense of accomplishment, because I know I've helped someone.
 

LORI STIGALL
Claims Associate

Finding new ways to be there for people is what motivates Lori Stigall, a claims associate who celebrated her 30th anniversary at OneAmerica in 2019. Recently her department began a claims concierge service — a new program to help customers. “A claims concierge offers people a single point of contact to talk to from the start of their claim until the finish,” said Lori. “It makes such a difference to them to know they have a dedicated person helping every step of the way.” Like so many associates at OneAmerica, Lori feels empowered to make a difference and to be there for the people who need her. “I leave every day with a sense of accomplishment,” said Lori, “because I know I’ve helped someone.”