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Policy Operations Representative

Employer
National General Insurance
Location
Cleveland, Ohio
Salary
Not Specified
Closing date
May 2, 2019

View more

Category
Operations, Underwriting
Job Type
Full Time
Career Level
Not Specified

Job Details

Looking to progress your career in customer care, operations, and service? Do you want to work in a fast-paced, dynamic environment with real opportunity for career growth and advancement? Do you want to be a problem-solver and brand ambassador for a customer-centric company? Come be the voice of National General Insurance and start a rewarding career in the insurance industry with a robust paid training program and future opportunity for career advancement! We are looking for people who are energized, engaged and empowered to help execute on company goals by helping our policyholders. Our goal is to provide exceptional service to each and every customer and independent agent.

National General Insurance is the fastest growing Property & Casualty (P&C) auto insurer in the United States and is recognized for our experienced leaders, entrepreneurial culture, and energetic environment. We are searching for enthusiastic, motivated, and dedicated Insurance Service Representatives to join our growing team in the Cleveland, OH office.

Primary Purpose:

Insurance Service Representatives are responsible for customer service inquiries received from internal and external customers while maintaining and growing a relationship between National General Insurance policyholders and independent agents.

Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  • Take ownership of any inquiry, issue, problem, or error that could potentially impact the policyholder or Independent Agent and determine appropriate course of action
  • Answer inbound calls pertinent to an existing insurance policy and determine appropriate course of action
  • Initial point of contact after the sale of the policy which includes but is not limited to recognizing exposure and asking the appropriate probing questions
  • Document specific details of call interaction, processing endorsements, Department of Motor Vehicle filings, answering billing questions, taking payments, excellent phone etiquette, dedication to customer service, and strong problem solving abilities
  • Answer policy level requests for health products such as policy and billing questions, cancellation requests, updating customer profiles, processing billing adjustments/drafts, and refunds
  • Answer all calls; de-escalating the call where appropriate and providing solutions that leave the customer satisfied with the resolution
  • Access policy details to determine extenuating circumstances including but not limited to: providing coverage information and explanation, answer complex billing questions, process policy changes accurately, and collect pertinent underwriting information to ensure the correct premium is assessed on the policy
  • Provide superior service for both independent agents and National General Insurance customers
  • Share feedback when training opportunities are identified
  • Promote teamwork through consistency, reliability and group cohesiveness
  • Communicate effectively through oral and written communication
  • Consider process improvements on a continuous basis and share opportunities with leadership
  • Adhere to schedules while maintaining an acceptable level of service, customer satisfaction and quality

Note: You must be able to work a 40 hour weekly schedule Monday through Saturday from 8:00am-9:00pm.

Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • High school diploma or general education degree (GED)
  • Must possess effective verbal and written communication skills
  • Proficient in Microsoft Office Suite (Word, Excel, Outlook)
  • Must possess proficiency in ability to type while speaking to customers
  • Ability to work independently as well as in a team environment
  • Ability to successfully complete HIPPA certification annually (Health)
  • Must be customer-oriented and able to effectively trouble shoot and resolve customer questions and concerns
  • Ability to adapt to new situations and learn quickly
  • High level of flexibility in a constantly changing
  • Ability to multi-task and manage several systems on a daily basis
  • Ability to make decisions quickly by balancing company guidelines and customer needs
  • High degree of dependability, motivation and flexibility

Note: You must be able to work a 40 hour weekly schedule Monday through Saturday from 8:00am-9:00pm.

Desired Skills:

  • Ability to type a minimum of 30 words per minute
  • Previous experience in insurance customer service with personal auto, commercial, motorcycle, recreational vehicle, accident and health, supplemental health, and/or homeowners products
  • Active Property & Casualty License

Company

National General Insurance Group is a specialty personal lines company and is one of the largest automobile insurers in the United States. National General Insurance Group, through its eleven insurance subsidiaries and other affiliated companies, offers property and casualty products, including personal auto, RV, motorcycle and commercial auto as well as accident and supplemental health insurance products. 

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