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Job Summary:This position is responsible for handling moderate to complex inquiries, addresses various types of policies and billing inquiries from internal or external customers in an efficient, professional and accurate manner and resolving service concerns while documenting customer requests, and completing changes to policies. Service to customers may include inbound/outbound calls, incoming correspondence, other communications sources and call transfers for service transactions.Key Responsibilities:- Resolve routine, complex, and unique questions/issues.- Ensure facilitation of first call resolution and customer satisfaction on all transactions handled.- Employs probing questions and actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller’s situation.- Demonstrates accuracy in processing changes to customer policies based on the information provided and identifies opportunities for cross sales (if applicable).- Working knowledge of insurance policies and related processes and procedures.- Be able to handle any requests regarding customer documentation (to include all documents sent out by our company) and be able to clearly explain them including any follow-ups required on our customer’s part and updates as warranted- Remain current on new marketing campaigns in order to respond appropriately to marketing related inquiries using all available resource tool.- Inputs and tracks into the appropriate databases.Supervisory Responsibilities:This job does not have supervisory dutiesPreferred Qualifications:Education and Experience- High school diploma or equivalent experience- 2-3 years customer service experience preferredCertificates, Licenses, Registrations- May require a Property and Casualty license, based on business unit requirementsFunctional Skills- Insurance background is preferred- Excellent level of communication skills (both written and verbal)- Flexible and adaptable to business requirements for changes needed to service the customer- Collaborate with peers and management on special projects and committees- Ability to prioritize and multi-taskIntegon, 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.
