Help deliver a great experience to the people who do business with us by responding accurately, promptly, and courteously to all inquiries or complaints from internal and external customers (i.e. agents, insureds, company representatives, etc.) regarding the company’s products or services, ensuring the highest level of satisfaction, responding to basic/high-volume inquires for one company on billing status, First Notice of Loss (FNOL), simple non-underwriting changes, etc.
ESSENTIAL FUNCTIONS
- Owns the customer experience by receiving and responding to inquiries for one primary company that may concern coverage, billing, claims including first notice of loss, or other similar information in a prompt, accurate, and courteous manner, providing a complete and accurate solution to the customers’ questions so they don’t have to call back.
- Ensures that all inquiries are resolved in accordance to established guidelines. Direct more complex issues to a more senior Customer Service Representative or a supervisor as instructed. Serve as the initial contact for customers.
- Applies policies and procedural knowledge to determine the best method to resolve problems to ensure customer satisfaction and adherence to the company’s policies.
- Coordinates problem resolution with appropriate departments and informs customers of standard procedures or resolution of the problem.
- Follows up, either verbally or in writing, to ensure customer satisfaction.
- Navigates multiple computer systems while maintaining an engaging customer interaction.
- Responds to basic/high-volume inquires for one of our companies for agent, insured, payments over the phone, FNOL, existing claims, and mortgagee calls.
- Maintains record of customers’ interactions and transactions by recording details of inquires requests, claims and comments, as well as actions taken. Enters this information using a personal computer in the company’s various systems as appropriate.
- Prepares data and enters information to process work as required and in accordance with guidelines. Process non-underwriting endorsements as directed by the Underwriting Department.
- Provides agents with information, instructions and guidance on methods to use to avoid recurring problem situations or to enhance the process
- Builds customer service knowledge by taking initiative for learning additional processes and client specific procedures to support customer, providing comprehensive, well informed responses to inquiries.
- High School Diploma or GED required plus 2-4 years of insurance experience or previous customer service experience in a call center or experience with multiple lines and high-volume calls or comparable combination of education and experience.
- Must pass the HO 2000 Examination within 12 months of entering the position.
- Strong personal computer, Microsoft Office skills and the knowledge or ability to learn AS400 system and other software systems as required.
- Excellent data entry skills required.
- Within training period, possesses sufficient knowledge of the organization’s policies, procedures, practices, products, and services.
