Customer Service Representative-1

FOCUS provides cloud-based, core administration solutions for P&C insurance companies and MGAs. The Customer Service Representative will deliver quality customer service by answering inbound calls or chats from clients and agents regarding personal lines insurance policies.

Responsibilities:

• Diagnose customer requests at a foundational level, provide solutions and use a structured thought process to achieve results while balancing customers’ needs with company/carrier guidelines
• Manage call metrics which include (but not limited to) call quality, average handle time, availability, hold times, as set by department standards
• Prioritizes and manages workflow to ensure efficient, timely, and accurate process of transactions while adhering to the standard operating procedures
• Develops successful customer relationships via the telephone and/or chat and ensures the highest level of customer service
• Takes ownership of each call, handling until resolution is reached; includes follow-up as necessary to ensure the actions promised to caller are completed
• Utilizes knowledge of automated systems to review and issue non-premium bearing endorsements as well as answer questions, document conversations and document files
• Requests additional documentation necessary for the processing of endorsements and cancellations
• Communicates effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests
• Reviews, organizes and forwards information to other areas for handling or consideration
• Assists agents with policy related questions and assists agents with system related questions

Requirements:

• Two (2) years Agency experience in Personal Lines including homeowners and other lines; or equivalent combination of education and experience
• Knowledge of Property/Casualty Insurance operations and policy elements