Customer Service Representatives: Seibels

Job Description

ESSENTIAL FUNCTIONS

• Owns the customer experience by receiving and responding to inquiries for one primary company that may concern coverage, billing, claims including first notice of loss, or other similar information in a prompt, accurate, and courteous manner, providing a complete and accurate solution to the customers’ questions so they don’t have to call back.
• Ensures that all inquiries are resolved in accordance to established guidelines. Direct more complex issues to a more senior Customer Service Representative or a supervisor as instructed. Serve as the initial contact for customers.
• Applies policies and procedural knowledge to determine the best method to resolve problems to ensure customer satisfaction and adherence to the company’s policies.
• Coordinates problem resolution with appropriate departments and informs customers of standard procedures or resolution of the problem.
• Follows up, either verbally or in writing, to ensure customer satisfaction.
• Navigates multiple computer systems while maintaining an engaging customer interaction.
• Responds to basic/high-volume inquires for one of our companies for agent, insured, payments over the phone, FNOL, existing claims, and mortgagee calls.
• Maintains record of customers’ interactions and transactions by recording details of inquires requests, claims and comments, as well as actions taken. Enters this information using a personal computer in the company’s various systems as appropriate.
• Prepares data and enters information to process work as required and in accordance with guidelines. Process non-underwriting endorsements as directed by the Underwriting Department.
• Provides agents with information, instructions and guidance on methods to use to avoid recurring problem situations or to enhance the process
• Builds customer service knowledge by taking initiative for learning additional processes and client specific procedures to support customer, providing comprehensive, well informed responses to inquiries.

Requirements

• High School Diploma or GED required plus 2-4 years of insurance experience or previous customer service experience in a call center or experience with multiple lines and high-volume calls or comparable combination of education and experience.
• Must pass the HO 2000 Examination within 12 months of entering the position.
• Strong personal computer, Microsoft Office skills and the knowledge or ability to learn AS400 system and other software systems as required.
• Excellent data entry skills required.
• Within training period, possesses sufficient knowledge of the organization’s policies, procedures, practices, products, and services.