Customer Service Representative-3

2 weeks ago

Queensbury, United States The Travelers Companies, Inc. Full time

Who Are We?

- Taking care of our customers, our communities and each other. That’s the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 160 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.

- Job Category
Customer Experience, Customer Service, Sales

Compensation Overview

Salary Range

$40,200.00 - $66,300.00
Target Openings
1
What Is the Opportunity?
Within established timeframes, assists customers and agents with policy inquiries and changes, billing questions and technical support. Based on customer situation, provide policy options such as additional deductible, basic coverages and discounts. This includes on a variety of specialty call types outside of the standard customer call mix that require additional training and unique systems access. May also work closely with other business partners to handle key requests which may include field representatives and across functional areas. Handle a high volume of inbound calls. Provides telephonic customer service at a level consistent with Travelers' Business Center quality and productivity goals. Under general supervision, builds and maintains effective relationships with both customers and agents, handling a high volume of inbound calls across multiple channels. Provides telephonic customer service at a level consistent with Travelers' Business Center quality and productivity goals. Assists customers and agents with quotes, policy inquiries and changes, billing questions and technical support across specialty lines. May also work closely with other business partners to handle key requests.

What Will You Do?
- Based on customer situation, provide policy options such as additional deductible, basic coverages and discounts.
- Responds to customers/agents and/or other business partners’ requests for quotes or changes to existing policies.
- Reviews cancellations and reinstatements and makes appropriate decisions to resolve. This may require complex analysis of business-specific guidelines.
- Resolves service-related complaints and complex calls with limited guidance from others on more complex calls.
- Assist customers with simple intent calls.
- Acts as online billing systems and agency portal website expert to provide proactive agency and customer support. Also able to navigate a variety of systems outside of standard Ins Svc Rep, Customer role.
- Identifies new business opportunities driven by customer/agent and/or other business partners request where appropriate, which includes both coverage and product. New business requests will be transferred as appropriate.
- May mentor peers and assist in onboarding new hires.
- Ensures current and complete documentation of account notes.
- Perform other duties as assigned.
- Successful completion of Travelers new hire training program.
- Some college preferred.
- 2 years in Ins Svc Rep, Customer role preferred.
- Resident Property and Casualty or Personal Lines Insurance License preferred for Massachusetts Auto, Home Closing and Marine.
- Technical knowledge:

- Proficient math and analytical skills. Proficient keyboard skills and system navigation experience
- Customer service:

- Proficient customer service and policy service skills.
- Must be able to meet quality and customer experience expectations. Ability to diffuse and assist irate callers.
- Communication skills:

- Exceptional oral and written communication, keyboard, and system navigation skills.
- Problem solving and decision making: Solid decision making skills to handle requests, resolve issues and develop risk based on company guidelines.
- Seeks assistance on non-routine matters.

What is a Must Have?
- High school diploma or GED.
- For those handling PI Flood calls, Resident Property and Casualty or Personal Insurance license required.
- What Is in It for You?
- Health Insurance: Employees and their eligible family members - including spouses, domestic partners, and children - are eligible for coverage from the first day of employment.
- Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
- Wellness Program: The Travelers wellness program is comprised of tools, discounts and resources that empower you to achieve your wellness goals and caregiving needs. In addition, our mental health program provides access to free professional counseling services, health coaching and other resources to support your daily life needs.
- Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.
Employment Practices

- Travelers is an equal opportunity employer. We believe that we can deliver the very best pro

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