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
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

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
Producer/Agent Property and Casualty license is required for this role
Adjuster, Personal Lines and Life And Health licenses do not meet the preferred licensing requirement

Customer Care Representative, P&C License Required

Key skills