Job details
Job type full-time number of hires for this role 10+
Qualifications
High school or equivalent (preferred)
Full job description
Primary purpose:
The insurance service representative is responsible for customer service inquiries received from internal and external customers along with maintaining and growing a relationship between national general insurance company policyholders and independent agents.
Essential duties and responsibilities:
Following is a summary of the essential functions for this jobOther duties may be performed, both major and minor, which are not mentioned belowSpecific activities may change from time to time.
Take ownership of any inquiry, issue, problem, or error that could potentially impact the policyholder or independent agent and determines appropriate course of action
Answer inbound calls and fields questions pertinent to an existing insurance policy and determine appropriate course of action
Initial point of contact after the sale of the policy includes but is not limited to recognizing exposure and asking the appropriate, probing questions
Document specific details of call interaction, processing endorsements and department of motor vehicle filings, answering billing questions and taking payments, excellent phone etiquette, dedication to customer service, and strong problem solving abilities
Answer policy level requests for health such as policy and billing questions, cancellation requests, updating customer profiles, processing billing adjustments/drafts, and refunds (health)
Answer all calls; de-escalating the call where appropriate and providing solutions that leave the customer satisfied with the resolution
Access policy details to determine extenuating circumstances including but not limited to: providing coverage information and explanation, answer complex billing questions, process policy changes accurately, and collect pertinent underwriting information to ensure the correct premium is assessed on the policy
Handle most situations independent of a supervisor with ability to resolve conflicts and empathize with customers
Provide superior service by delivering a wow experience for both independent agents and national general insurance customers
Share feedback when training opportunities are identified
Promote teamwork through consistency, reliability and group cohesiveness
Communicate effectively through oral and written communication
Consider process improvements on a continuous basis and shares opportunities with leadership
Adhere to schedules while maintaining an acceptable level of service, customer satisfaction and quality
Minimum skills and competencies:
The requirements listed below are representative of the knowledge, skill and/or ability requiredReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
High school diploma or general education degree (ged)
Must possess effective verbal and written communication skills
Proficient in microsoft office suite (word, excel, outlook)
Must possess proficiency in ability to type while speaking to customers
Ability to work independently as well as in a team environment
Ability to successfully complete hippa certification annually (health)
Must be customer-oriented and able to effectively trouble shoot and resolve customer questions and concerns
Ability to adapt to new situations and learn quickly
High level of flexibility in a constantly changing
Ability to multi-task and manage several systems on a daily basis
Ability to make decisions quickly by balancing company guidelines and customer needs
High degree of dependability, motivation and flexibility
Desired skills:
Ability to type a minimum of 30 words per minute
Previous experience in insurance customer service with personal auto, commercial, motorcycle, recreational vehicle, accident and health, supplemental health, and/or homeowners products
Active property & casualty license
Bilingual
Job type: full-time
Benefits:
401(k)
401(k) matching
Dental insurance
Flexible schedule
Health insurance
Paid time off
Tuition reimbursement
Vision insurance
Work from home
Schedule:
Evening shift
Monday to friday
Weekend availability
Supplemental pay:
Bonus pay
Education:
High school or equivalent (preferred)
Work location:
One location
Work remotely:
Yes
Work location: one location
