Deliver exceptional customer service while proactively seeking solutions within compliance and legal requirements.
Communicate with customers and agents 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.
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.

High School Diploma or equivalent required
Property and Casualty license is required for this role
Minimum of 1-3 years customer service
1 year of experience in call center environment or related field 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.

Customer Care Representative – Producer/Agent P&C

Key skills