Customer Care Representative

Role Overview

• Deliver exceptional customer service while proactively seeking solutions within compliance and legal requirements
• Communicate with customers via multiple channels (phone, chats, emails) while navigating multiple systems and platforms
• Receive and respond to inquiries related to insurance matters
• Interact with customers, agents, and others to resolve moderately complex issues regarding policy provisions and conditions
• Evaluate and interpret policy information within prescribed authority limits
• Access account information and communicate while working in multiple systems
• Use account information, deep product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations or decisions
• Document customer interactions and outcomes thoroughly in system
• Escalate unresolved issues requiring advanced support for further resolution
• Build knowledge and acumen through self-directed learning
• Stay informed about underwriting and policy guidelines and other updates including compliance and legal requirements
• Help maintain department knowledge resources to keep them current
• Actively listen to customer concerns to identify trends or patterns
• Recognize opportunities for process improvement and makes recommendations to leadership
• Partner with various departments including Policy Support, Claims and Underwriting to respond to customer inquiries
• May work with external vendors to further address customer needs
• Adhere to assigned, tightly regulated schedule and follow procedures for requesting time off

Requirements

• Minimum of 1-3 years customer service
• 1 year of experience in call center environment or related field preferred
• Experience providing customer support within a high-volume, complex environment preferred
• Strong technical aptitude: Intermediate computer skills with ability to navigate multiple systems simultaneously
• Able to troubleshoot basic issues with equipment such as headset, internet, and connectivity
• Experience with Microsoft Office suite of tools preferred
• High School Diploma or equivalent required
• Producer/Agent Property and Casualty license will be required for this role

Benefits

• 401(k)
• Medical
• Dental
• Vision
• Health Savings and Flexible Spending Accounts
• Life Insurance
• Paid Time Off
• Paid Parental Leave
• Tuition Assistance