The Independence office currently has several new openings in Customer Service. This position is responsible for responding to phone inquiries from Producers and Insured and ensuring that all information is accurate and given in a timely manner. Training will begin in June.
Responsibilities include: Respond to telephone inquires and provide accurate information regarding Underwriting guidelines, payment structure and amount, account status, acceptability of risk, reinstatement/rewrite procedures. Process phone transactions, such as endorsements. Achieve quality and productivity levels that meet or exceed expectations. Refer unique or complex problems or situations to Lead or Supervisor. Research files and respond to Producer or Customer inquiries in a timely manner if immediate response is not feasible. Adhere to procedures for policy transactions and documentation. Support the Policy Services Department staff as needed by processing endorsements, bar-coding, pre-Underwriting, address changes, and suspense status, if appropriate. Assume responsibility for completing
reprints of ID cards and declaration pages. Follow-up daily on all worksheets, reports and emails. Stay current on all training and procedural updates. Offer solutions for more effective and higher quality customer service. Provide “One Call” resolution. Perform other duties as assigned.
Qualified candidates will possess: High School education or equivalent. Previous customer service experience required; practical industry experience preferred. Consistently meet and often exceed CSR performance requirements. Proficient in Underwriting guidelines, insurance industry rules and regulations, Company procedures, and department operating standards preferred. Strong interpersonal communication and organization skills. Must be quality-focused. Ability to work effectively in a fast-paced environment. Ability to solve problems independently, accurately, and effectively. Ability to handle many tasks at the same time and in short periods of time. Ability to review complex account information and make timely and accurate decisions. Must have acceptable typing speed and numeric keying skills. PC experience. Basic math skills.
Candidates must be able to work Monday - Friday from 9:00 am - 6:00 pm. Training hours will be 9:00 am - 6:00 pm for a period of 6-8 weeks.
Bilingual candidates: Candidates fluent in Spanish and English may be eligible for language differential pay.
