Customer Service Representative

Davie, FL

Bristol West Insurance Group

POSITION SUMMARY

This position is responsible for responding to phone inquiries from Producers and Insureds in a fast paced environment, ensuring that all information is accurate and given in a timely manner, as well as performing multiple tasks on each call while providing quality customer service.

Candidates must be able to work the schedule of  11:00 am - 8:00 pm, Monday - Friday.

RESPONSIBILITIES & OBJECTIVES

·         Respond to telephone inquires for multiple states, providing accurate information regarding underwriting guidelines, payment structure and amount, account status, acceptability of risk and reinstatement/rewrite procedures.

·         Assist Producers with troubleshooting the point of sale systems for quoting and new business generation and other policy maintenance activities, such as endorsements and installment payments.  This includes strong working knowledge of Company rating systems, including OneStep™ and BWProducers.com.

·         Achieve quality and productivity levels that meet or exceed expectations established by the Company business goals and objectives for providing superior service, including meeting the established criteria for providing a service experience that is business friendly and technically accurate.

·         Establish and maintain relationships with internal and external customers.

·         Process policy changes and updates such as endorsements and the issuance and closing of suspense letters.

·         Review and evaluate source documents for accurate information and acceptability.

·         Provide Producers and Insureds with endorsement quotes in states where applicable.

·         Process phone payments initiated by a caller and assist callers in processing payments via the IVR or Webpay systems.

·         Process posting of payments from Producers account upon request.

·         Ensure that immediate cancels or non-renewals are issued on policies that do not meet underwriting guidelines.

·         Research and resolve unique or complex problems or situations utilizing available resources such as SharePoint, Rule guides, Leads and Supervisor.

·         Perform research and respond to Producer or Customer inquiries within the timely expectation set, if immediate response is not feasible.

·         Locate and send documents via the fax retrieval system.

·         Capture accurate call information in the Call Tracking System.

·         Adhere to procedures for policy transactions and documentation.

·         Promote the benefits, programs and tools that the Company offers to our customers.

·         Support the Policy Services Department staff as needed by processing endorsements, 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.

·         Support the development of other Customer Service Representatives.

·         Provide “One Call” resolution.

·         Offer solutions for more effective and higher quality customer service.

·         Notify Management upon identifying system related issues.

·         Perform other duties as assigned.

PREREQUISITES

Education

• High school diploma or equivalent

Experience & Skills                          

·         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

·         Strong interpersonal communication and organization skills

·         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

·         Familiar with customer database software OneStep and BWProducers and other applicable processes

·         Must have acceptable typing speed and numeric keying skills

·         PC experience

·         Basic math skills

Physical               

·         Requires grasping, writing, standing, sitting, walking, repetitive motions, verbal communications, and visual acuity.