Customer Service A&h

**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

JOB REQUIREMENTS

**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