Policy Service Representative

Policy Service Representative

Requirements

• High School diploma required.
• 2+ years’ recent experience in a Contact or Call Center required.
• Homeowners Insurance experience preferred.
• Strong organizational and time-management skills.
• Proven ability to be adaptable and flexible.
• Strong written and verbal communication skills with the ability to professionally interact with team members in other departments.
• Proficient in MSO/365 applications such as Microsoft Teams, SharePoint, Word, Excel, PowerPoint and Outlook.

Responsibilities

• Deliver exceptional customer support by addressing incoming inquiries promptly and professionally.
• Assist clients with policy-related questions, providing accurate and clear information.
• Process payments, modifications, and escalate complaints across a number of communication channels.
• Respond in a timely manner to all customer inquiries.
• Document all customer interactions by entering in the database.
• Ensure that Call Center metrics are met regarding customer satisfaction and call management.
• Identify, and escalate, if necessary, any complex issues to leadership for resolution.
• Maintain records according to company standards, ensuring that procedures are properly followed, and that information is accurately documented.
• Perform other duties, as assigned.

Preferred Qualifications

• Homeowners Insurance experience preferred.