Position Summary
A Customer Service Representative I (CSRI) is responsible for answering the inquiries of our callers regarding insurance policies and claims. They are responsible for satisfying the customer and maintaining a good image for the company. Functions include answering questions, processing changes in the company's computer systems, resolving customer issues, and processing documents.
Essential Duties and Responsibilities
• Efficiently handle incoming customer service requests whether received by phone, email, or other method. Make outbound calls or emails and perform follow up work as required to complete requests.
• Assist callers with utilizing company systems.
• Handle limited call queues for all clients.
• Process endorsements and other changes to policies and claims.
• Enter quotes, endorsements, and first notices of loss.
• Handles payments for policies and refunds of premium.
• Scan or upload documents to policies and claims in company's computer systems.
• Be familiar with all aspects of our clients' guidelines and where to find their documentation.
• Maintain and build customer relationships through quality service and accurate and timely product delivery and customer service.
• Meet company goals for service.
• Expertly use company's computer systems for functions the Customer Service Department is responsible for.
• Process paperwork for inbound and outbound correspondence.
• Effectively communicate with different behavior types on the telephone.
• Apply the elements of building positive rapport with different types of customers over the phone.
• Possess above average customer service skills, including questioning and listening skills, etiquette, English language correct grammar and spelling, professionalism with all customers, and call control.
• Provide support to other departments while in downtime status.
• Complete special projects and client tasks in conjunction with other departments.
• Display time flexibility towards shifts as per work requirements.
• Other duties as assigned.
Competencies
To perform essential functions of the job successfully, an individual should demonstrate the following competencies:
• Critical thinking and problem solving - exercises sound reasoning to research and analyze issues, make decisions, and overcome problems.
• Technical capability - skillful in use of tools, hardware, software, and equipment. Efficiently leverages company's digital technologies to solve problems and complete tasks.
• Communication - articulates thoughts and ideas clearly and effectively to exchange information. Clearly delivers information using appropriate platforms to deliver messages and written work. Body language supports positive engagement with others.
• Planning and organizing - initiates, structures, and carries out realistic plans to complete work and projects.
• Thoroughness - ensures work and information is complete and accurate. Monitors work for correctness and verifies information is correct.
• Initiative - independently determines what needs to be done and acts on it. Exhibits willingness to try new things.
• Flexibility - adapts to changes in the work environment, manages competing demands, and has the resiliency to work with frequent change and unexpected events.
• Teamwork and collaboration - builds collaborative relationships with colleagues and customers. Demonstrates openness, values differences, and practices inclusiveness.
• Professionalism and work ethic - demonstrates personal accountability, effective work habits, integrity, and ethical behavior.
• Safety and security - actively promotes and personally observes safety and security procedures and uses equipment and materials properly.
• Effective relationships and interpersonal awareness - thoughtfully listens to the ideas of others and maintains a positive attitude. Notices, interprets, and anticipates others' concerns and feelings, and communicates this awareness empathetically to others. Manages conflict through listening fairly to all sides and exercises creative problem solving. Is receptive to feedback and is accountable for one's work. Exercises workplace etiquette.
Minimum Qualifications (Education, Experience, Skills)
1. High School Diploma Required, college degree preferred.
2. Experience with insurance or agency management systems preferred.
3. Minimum of one (1) year of contact center or customer service experience is required.
4. One (1) year working experience of Microsoft Excel, Word, Outlook is required.
5. Ability to function in a call center environment and utilize standard office equipment including but not limited to computer, fax, copier, telephone, etc.
6. Spanish speaking skills are a plus.
Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or finger, handle, or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.
The noise level in the work environment is usually moderate.
Disclaimer
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
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