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P&C Licensed Call Center Rep


Posted: 07/24/2019 Industry: Customer Service Job Number: 9630

P&C Licensed Call Center Rep Needed!

Job Responsibilities:

  • Respond to customer and agent inquiries which may include: questions regarding Homeowners insurance policies, endorsement requests, coverage and identifying coverage gaps

  • Provide advice, process add-ons (e.g. add drivers, etc.) and/or make coverage changes to existing policies only.Individuals in this role do not write, sell or bind new policies

  • Provides cashiering and accounting services to members including taking insurance payments (initial, installment, lapse or reinstatement)

  • Deliver customer-centric service in a high volume, fast paced call center environment, using laptop, Internet and ACD phone technology

  • Interact with customers, agents, internal business areas, and third-party callers in accordance with company, state, and federal regulatory policies and procedures

  • Responds to customer inquiries and refers to agent when appropriate

  • Provide one-call resolutions to customer situations in the attempt to prevent callbacks

  • Review and investigate complex issues such as requests for coverage reinstatements and policy exceptions

  • Utilize judgment and available resources in order to offer reasonable solutions and alternatives that stay within company guidelines and manage risk exposure

  • Make outbound customer and agent contacts in response to follow-up items, questions or complaints in order to improve customer experience, prevent delays and positively impact customer satisfaction results

  • Provides a high level of administrative support to Insurance Agents during peak periods

  • Identify and communicate potential underwriting and product concerns.Refer rating errors

  • Make recommendations for product and process improvements to further develop department and company performance and reduce inefficiencies

  • Participates in a team environment to promote customer satisfaction and consistent service following the customer service model

  • Participates in office events developed to generate revenue, improve member awareness of products and support local community activities

  • Complete and maintain P&C licensing and continuing education requirements, in accordance with the guidelines set forth by company and the client

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