About Travelers

The Travelers Companies, Inc. (NYSE: TRV) is a leading property casualty insurer selling primarily through independent agents and brokers. The company's diverse business lines offer its global customers a wide range of coverage in the auto, home and business settings. A component of the Dow Jones Industrial Average, Travelers has more than 30,000 employees and generated revenues of approximately $25 billion in 2010.

Customer Service Representative

Company Information
Solid reputation, passionate people and endless opportunities. That's Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.

Job Summary
Incumbents are accountable to build/maintain effective relationships with customers/agents. Will provide customer service to customers/agents over the phone at a level that is consistent with Travelers Business Center quality and productivity goals. May counsel on coverage needs for existing customers and up-sell business where appropriate. May provide quotes and issue new policies for existing lines/products.

Primary Job Duties & Responsibilities
Counsel customers/agents on underwriting eligibility and policy coverage and/or options. Within established timeframe, provide phone requested quotes to customers/agents for changes to existing lines or products. Upgrade coverage and sell new coverage/products to existing customers as appropriate. Review phone requested cancellations and reinstatements and make appropriate decisions to resolve. Resolve service related complaints and process complex customer calls, answer customer/agent policy and billing inquiries and assist in the handling of irate callers, difficult billing scenarios, etc. Act as on-line billing systems and agency portal website expert to provide proactive agency support as well as assist co-workers in mastering these systems and sell their benefits to the agents. May provide agency and internal support on information input processes. Up-sell existing coverage/lines for current customers who are relocating. In this capacity, refers exception underwriting situations to Underwriters, according to defined procedures within business area or business center. Handle special projects/other related assignments as delegated by Team Manager. Welcome Team Only: Handle both inbound and outbound calls and is not responsible for customer service as a main focus of the job. Contacts insured to conduct phone interview and make appropriate underwriting decision based on information gathered. Process changes to the policy using the policy writing system.

Job Specific & Technical Skills & Competencies
Learning Communication SkillsStrong Keyboard Skills Developing System Navigation Skills

Environmental/Work Schedules/Other
Previous customer service or call/service center environment; or, some College. Prior insurance experience a plus. Ability to communicate and/or sell Travelers products/svcs. Basic math and analytical skills. Where required: State license Strong keyboard skills System expertise to support svc/admin of accountsCustomer Service Skills - Learning Teamwork Skills - Developing Billing/Processing and Product/Underwriting Knowledge - Learning Based on business requirements, may require being able to obtain valid agent license and be eligible for multi-state licensing (if applicable)Incumbents progress through 2 levels of training. The first is formal classroom training to learn about Travelers products, services, underwriting policies/ procedures, customer service techniques and counseling skills. The second phase consists of on-the-job training where incumbents may be assigned to an experienced coach to monitor their work; in some business areas, trainees complete 3 months on the floor before being evaluated. Incumbents are expected to learn applicable processes and practices related to performing the tasks required of the position. NOTE: Training generally is completed in 12 to 18 months. Obtain a license or be working to obtain a license.

Equal Employment Opportunity Statement
Travelers is an equal opportunity employer.
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