Must Haves :
- 1 year experience in customer service
- Knowledge of Microsoft product suite
- Strong customer handling, conflict resolution, and problem solving skills; focus on quality of customer experience
Pluses : Bilingual (Spanish)
Bilingual (Spanish)
Key Responsibilities :
- Services a high volume of incoming calls and emails from policyholders, agents, and internal customers
- Exercises initiative and judgment while researching and responding to customer inquiries
- Proactively provides solutions and options to customer needs
- Applies knowledge of the billing system and other applicable systems
- Processes electronic premium payments from customers
- Handles a variety of billing related transactions including billing revisions, reinstatements, payment plan, billing method, and due day changes
- Acquires, maintains and applies basic understanding of Personal Lines and Commercial Lines insurance
- Works within many supporting systems to fully service incoming requests
- Handles a variety of policy related transactions and other customer service related tasks
- Soft-sells various electronic options to customer
- Trains others as needed
- Creates and maintains strong relationships with agents, policyholders and other internal stakeholders
- Demonstrates strong interpersonal skills with a collaborative style
- Communicates effectively and professionally using proper grammar both orally and in writing
- Prioritizes multiple tasks to meet required deadlines and work independently
- Assists with testing initiatives
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