Customer Service Representative

AF - Group is seeking a Customer Service Representative who plays a key role in delivering exceptional service in a fast-paced Call Center setting. The role involves assisting policyholders, agents, and brokers with inquiries related to billing, claims, and policies while managing multiple system applications to provide efficient support.

Responsibilities:

• Address inquiries received via phone, chat and email concerning direct bill invoices. Supply policyholders and agents with direct bill history upon request. Process policy modifications for accounts within our direct written programs and assist customers with requests related to payment plan adjustments, premium transfers or waivers, and refund processing
• Respond to questions from insureds and agents regarding premium audits
• Respond to claims inquiry calls from policyholders, claimants, agents and medical providers
• Communicate with Business Development Consultants and agency personnel by phone, chat and email regarding policyholder issues within their program
• Performs other related duties as assigned

Requirements:

• High School diploma or equivalent required
• Two years of experience with commercial lines insurance
• Property & Casualty insurance required or the ability to obtain this license in the required amount of time after starting position
• Proficient in Microsoft Office applications including Word, Excel and Outlook
• Strong customer service skills
• Must be detail-oriented and possess strong problem-solving skills
• Ability to multi-task
• Strong organization and time management skills
• Excellent verbal and written communication skills
• Excellent organization skills and strong customer service skills
• Sit, stand, walk/ambulatory
• College course work and/or degree preferred