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 Rep - Personal Insurance

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.

Education, Work Experience & Knowledge
High School diploma or equivalent.

Job Specific & Technical Skills & Competencies
  • Learning Communication Skills
  • Strong 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/services.
  • Basic math and analytical skills.
  • Where required: State license.
  • Strong keyboard skills.
  • System expertise to support service/admin of accounts.
  • Customer 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.

Preferred Qualifications
  • Exceptional customer service skills with demonstrated prior experience.
  • Ability to retain customers by educating them on the value of Travelers Insurance.
  • Excellent communication and consultation skills.
  • Demonstrated teamwork skills and ability to quickly build rapport with others.
  • Ability to acquire and maintain valid agent licenses (based on business needs).
  • Demonstrated problem solving skills to address customer service interactions requiring special attention and overcome objections.
  • Ability to multi-task and use strong keyboard/systems navigational skills while maintaining high quality standards.
  • Ability to maintain professional demeanor in the work environment and during performance feedback, coaching, and development discussions.

Equal Employment Opportunity Statement
Travelers is an equal opportunity employer.
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