Senior Customer Service Representative

Be Here. Be Great. Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group's member companies are subsidiaries of American Financial Group.

We combine a "small company" culture where your ideas will be heard with "big company" expertise to help you succeed. With over 30 specialty and property and casualty operations, there are always opportunities here to learn and grow.

At Great American, we value diversity and recognize the benefits gained when people from different cultures, backgrounds and experiences work collaboratively to achieve business results.

We are intentionally focused on fostering an inclusive culture and know valuing diversity is an essential leadership quality.

Our goal is to create a workplace where all employees feel included, empowered and enabled to perform at their best.

Based in Shaker Heights, Ohio, ABA Insurance Services has been a market-leading provider of professional liability, bond and P&C coverage for financial institutions for over 30 years, as well as EPLI and cyber for small businesses and D&O for nonprofit organizations.

ABA Insurance Services is currently seeking a Senior Customer Service Representative to join our Shaker Heights, OH office.

Responsibilities :

Greets and directs vendors, customers and other visitors and may arrange for escorts. Answers, routes and screens incoming calls.

Set up for meetings

Oversee ordering for office materials and kitchen

Inputs lists, records or other data points into an electronic format.

Photocopying, compiling records, filing, tabulating, posting information and distributing mail. Maintains records, forms, verifies information and resolves moderately complex problems.

May assist in the purchase of office supplies and facility security functions (keys, badges, etc.). May answer and / or screen incoming calls.

Prepares standard documents from various sources of written or dictated input which may include page layouts and charts.

Enters corrections, revisions and proofreads output for accuracy and completeness.

Scans routine / less complex documents of all types from customers, performing quality control and assuring legibility of all images.

Applies automated and / or manual index values at time of scanning. Determines priority of work based on customer service level agreements.

Performs routine equipment maintenance. As needed, may prepare documents for scanning. May prepare documents for offsite storage.

Builds organization knowledge and learns to answer organization-wide toll-free and direct phone lines. Verifies and explores caller’s need to warm transfer to appropriate department.

Intakes caller information to research and later return and forward the caller to the appropriate department or individual employee.

Accesses various business-related computer systems to assist in getting callers to the appropriate party. May monitor email boxes for response or forward.

Actively seeks information to understand customer’s circumstances, problems, expectations and needs for the purpose of resolving customer inquiries / issues.

Shares and / or conveys routine information to customers, regarding their account(s), maintaining a professional demeanor in all situations.

Maintains, updates and monitors customer account information.

Interacts with customers to provide information in response to routine inquiries (telephone, email, mail, etc.) about products or services.

Resolves routine and non-routine incoming customer requests, referring more complex issues to more experience staff.

Develops product knowledge to confirm and discuss basic information for products and / or product features, along with benefits / consequences of an action / request made by a customer / agent.

Utilizes computerized systems for tracking, documenting questions / responses, information gathering and / or troubleshooting.

May process routine / simple transactions on customers’ accounts. Transaction processing may be specified by authority / guidelines.

Maintains familiarity with policies and procedures, as well as the business and organization. Complies with company and regulatory guidelines.

Performs other duties as assigned.

Job Requirements

Education : High school diploma or equivalent

Experience : 2 to 4 years related experience. Experience in the insurance industry preferred. Certification in area of expertise may be required.

Benefits Include :

Competitive pay rates

Medical, dental, and vision plans (must be full time)

Excellent 401(k) plan

19 days of paid time off accrued, plus 8 paid holidays per year (must be full time)

Employee wellness programs and more

Business Unit :

ABA Insurance Services

Benefits :

We offer competitive healthcare, retirement, and paid time off benefits for full-time and part-time benefit eligible employees.