Customer Service Representative

SPG - Specialty Program Group is a pioneer in insurance technology operating the largest online insurance marketplace for small businesses in the U.S. They are seeking a Digital Customer Service Representative to support their Digital Producers and Account Managers by retaining and servicing the Insureon book of business.

Responsibilities:

• Approved State Licenses needed
• Review of all bound policies for quality assurance
• Process endorsements, certificates of insurance, and sending invoices
• Process billing questions for new and renewal policies
• Handle non-pay cancellation notices from Carriers to follow up for payments due
• Post bind process and policy review
• Identify cross sell opportunities
• Coordinate and monitor account servicing
• Ability to work directly with Carriers & within Carrier sites to process billing and endorsements needed for clients
• Superior Microsoft Office experience
• Strong organizational, customer service orientation & disciplined time management skills
• Comfort level with out bound dialing and phone conversations with clients
• Insurance experience preferred
• Ability to communicate effectively with others via the phone and email
• Experience with multi-tasking in a fast-paced environment
• Comfort level with working remotely
• Other duties may be assigned
• Assist the Producers and AM team members to act on alerts in the agency management system
• Act as concierge for all clients post bind, answering their billing and servicing questions
• 1st term only, proactive email sent to clients advising who their Account Manager is with all contact information
• Facilitate the post bind process and all policy review to maintain well documented Agency Management files, smooth customer transition from producer to account manager as well as timely policy deliverance
• Support policy cancellation process
• Assist with customer servicing requests from clients by working with internal teams and carrier service centers
• Deliver excellent customer service to delight our customers in every online and offline interaction
• Have a full understanding of the processes in our agency management system to be able to assist in the post bind process, process endorsements, cancellations, billing questions, LPR’s and Certificates
• Successfully be able to prioritize and support for all Producers and Account Managers
• Coverage training and utilization of carrier trainings
• Support client needs in a timely and well thought out manor to include answering and or making phone calls to clients, billing issues, audit questions, coverage inquiries, certificates of insurance or policy changes
• Develop strong communication with Underwriters to build our relationship

Requirements:

• 1-2 years of relevant experience
• P&C Insurance License
• High School Degree Required
• Superior Microsoft Office experience
• Strong organizational, customer service orientation & disciplined time management skills
• Comfort level with out bound dialing and phone conversations with clients
• Ability to communicate effectively with others via the phone and email
• Experience with multi-tasking in a fast-paced environment
• Comfort level with working remotely
• Approved State Licenses needed
• Insurance experience preferred
• Familiar with Customer Account Servicing in regulated/financial services experience preferred
• 4 Year Degree Preferred