Customer Service Rep.-Business Insurance

Richmond, Virginia

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
Under general supervision, builds and maintains effective relationships primarily with customers, handling a high volume of inbound calls. Provides telephonic customer service at a level consistent with Travelers' Business Center quality and productivity goals. Assists customers and agents with quotes, policy inquiries and changes, billing questions and technical support. This job does not manage others.

Primary Job Duties & Responsibilities
Based on customer situation, provide policy options such as additional deductible, basic coverages and discounts. Responds to customers/agents requests for quotes or changes to existing policies. Reviews cancellations and reinstatements and makes appropriate decisions to resolve. Resolves service-related complaints and complex calls with limited guidance from others on more complex calls. Assist customers with simple intent calls. Acts as online billing systems and agency portal website expert to provide proactive agency and customer support. Identifies new business opportunities driven by customer/agent request where appropriate, which includes both coverage and product. New business requests will be transferred as appropriate. May mentor peers and assist in onboarding new hires. Ensures current and complete documentation of account notes. Other duties as assigned.

Minimum Qualifications
High school diploma or GED. 1 year customer service or call/service center experience. Successful completion of Travelers new hire training program.

Education, Work Experience & Knowledge
Some college preferred. Prior insurance and/or call center experience a plus. Resident Property and Casualty or Personal Lines Insurance License preferred.

Job Specific & Technical Skills & Competencies
Technical knowledge: Proficient math and analytical skills. Proficient keyboard skills and system navigation experience Customer service: Proficient customer service and policy service skills. Must be able to meet quality and customer experience expectations. Ability to diffuse and assist irate callers. Communication skills: Exceptional oral and written communication, keyboard, and system navigation skills. Problem solving and decision making: Solid decision making skills to handle requests, resolve issues and develop risk based on company guidelines. Seeks assistance on non-routine matters.

Environmental/Work Schedules/Other
Monday - Friday
Weekend work hours (Occasionally)
Holiday work hours (Federal and religious) (Occasionally)

Physical Requirements
Operates standard office equipment (Continuously) Sitting (can stand at will) (Continuously) Use of Keyboards, Sporadic 10-Key (Continuously)

Equal Employment Opportunity Statement
Travelers is an equal opportunity employer.
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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.