Customer Service Associate
hace 1 semana
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 job. Other duties may be performed, both major and minor, which are not mentioned below. Specific 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
- Answers 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 required. Reasonable 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
Integon, a Great Place to Work, provides innovative technology and customer support services to major personal lines insurance providers, including Fortune 100 companies rated A+ (Superior), by A.M. Best, for financial strength.
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