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Position Description
This individual is responsible for servicing personal lines insurance throughout all hours of the Call Center operation as required.
Position Requirements
1. Complete customer policy change requests accurately and provide consultation on what would best meet the customer’s needs to ensure service satisfaction and information accuracy in accordance with established company policies, procedures and guidelines by reviewing applications/policies/supporting documents and updating computer systems.
2. Develop effective solutions that resolve customer problems to inquiries on billing status, cycles for all payment plans; coverages (both explanations and associated premiums); explanations of processing and mailing of policy documents including but not limited to non-routine situations such as divorces and separations, claim liability surcharge disputes, or payment posting and deduction errors to ensure service satisfaction and information accuracy in accordance with established company policies, procedures and guidelines by reviewing system information/applications/policies/supporting documents and updating computer systems.
3. Proactively engage in opportunities to quote, enroll, collect, receipt, give proper change and balance premium payments to meet the needs of the customer and as an effort to retain their business. Service new and repeat customers with various lines of insurance to increase company profitability in accordance with established company policies, procedures and guidelines by reviewing information/applications/policies/supporting documents, with direct customer contact, and updating computer systems.
4. Analyze and recommend decision on accommodation requests (e.g. surcharge removal or reduction, due date changes, and account transfer risks) to ensure service resolution and satisfaction by reviewing risk factors, business considerations and/or value to group.
5. Assist with special projects to increase business in various lines of insurance, up-sell existing auto policies and retain business by direct customer contact to complete policy reviews and discuss other products within established company policies, procedures, and guidelines.
6. Stays abreast of company policies, procedures, and guidelines to ensure accurate customer service provided by reviewing emails and documented updates distributed.
7. Perform other duties as assigned.
Preferred Skills and Abilities
Physical Actions
Job requires frequent use of computers, telephones, and other office equipment. Includes frequent wrist movement. Working position is mostly sitting with occasional standing, walking, bending or crouching. Work requires independent judgment/decision making ability; analytical ability, attention to detail, concentration and alertness, must be able to meet deadlines and work under pressure. Must be able available to work 7:30 am – 8:00 pm Monday through Sunday.
Physical Environment
Work is conducted in an office setting.
Education Requirements
High school diploma
Experience Requirements
This position requires at least 6 months to 1-year sales and/or customer service related experience. Personal lines insurance experience preferred.
Special Skills Requirements
Able to type at least 35 words per minute
Able to operate a computer terminal with a multitude of software programs
Focused on customer service and meeting customer needs
Self motivated and able to work independently
Requires strong verbal communication and human relation skills
Must attain a Solicitors Property & Casualty license within 3 months of hire
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