Customer Service Representative III – Commercial Lines
| Company | Nationwide |
|---|---|
| Location | Iowa, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level, Senior |
Requirements
- Three years of related work experience in a commercial customer service or processing role
- Effective verbal and written communication skills to interact with agents, policyholders, managers, third parties and other departments via the telephone or email system on a constant basis
- Ability to operate personal computer and related processing systems, calculator and other business equipment
- Ability to understand and communicate technical insurance information to internal/external customers
- Strong interpersonal and multi-tasking skills
- Ability to prioritize work; review computer output, system-related problems and other error conditions; make decisions using established criteria and guidelines
Responsibilities
- Works independently to provide customer service for commercial customers including agents and policy holders/policyholders
- Handles the most complex service requests and calls advanced from other service representatives
- Responds to all questions and provides service according to established procedures and standard methodologies
- Performs outbound telephone calls and follow-up work as required to process customer requests
- Answers questions and provides explanations regarding service requests and coverage for commercial policies, limits and deductibles considering customer needs as well as company guidelines
- Processes changes, reinstatements and cancellations for all types of commercial policies; provides quotation and binds coverage within prescribed limits as required
- Handles agent and policyholder correspondence and related paperwork
- Responsible for issuing certificate of insurance, evidence of insurance and other documents as to ensure proof of insurability
- Follows up for necessary documents and payments in order to process customer requests
- Maintains a consistent quality and quantity of work at prescribed standards
- Identifies and prioritizes own work according to prescribed standards
- Maintains solid understanding of state-specific processing procedures, all processing systems, credit and collections procedures, pricing guidelines and eligibility and team concepts
- May serve as backup to the Quality Assurance Coordinator and processing unit as needed
- May help train less experienced associates and assist them in responding to customer inquiries
- Cross sells commercial products to existing customers on an ‘as needed’ basis, advising them of best coverage options and quoting appropriate rates
- Works with underwriting to issue new lines of business and make necessary changes to policy
Preferred Qualifications
- Prior surety experience preferred
- Undergraduate studies preferred