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Custom Service Representative

2 months ago

Keller, United States Baldwin Risk Partners Full time
When, Millennial Specialty Insurance ("MSI") partnered with Baldwin Risk Partners in 2019, we were a single-product tech-enabled renters insurance platform with only 18 colleagues. Today, MSI has grown to over 900 colleagues with more than 10 insurance products thru a combination of rapid organic growth and strategic, tech-enabled partnerships. Our goal is to produce proprietary products to our customers that are fast, easy to use, and customizable with a deep focus on the customer experience. We believe that through our scalable, tech-enabled, proprietary platform and products, we will fundamentally change the insurance industry. Internally, we are dedicated to a culture that has innovation at its core and providing a world class colleague experience. Since 2021, we have tripled our colleague headcount to support the growth of the business. MSI is looking for top talent to join our journey as we continue to grow. Come join us at Millennial Specialty Insurance, the MGA of the Future

The Customer Service Representative takes incoming calls and places outbound calls as necessary. Processes and replies to Customer Service emails as assigned by leadership. Takes payments for policies. Makes changes and endorsements to policies that may or may not require a license. May be placed on other product-focused teams.

Principal Responsibilities:
  • Maintains a concern for timeliness and completeness when interacting with clients, brokers or insurance company partners to create a positive experience.
  • Documents all activity in on-line client file to ensure quality and responsiveness.
  • Personally, provides prompt, efficient, high-quality service to all clients.
  • Resolves product or service problems by clarifying the customer's complaint and recommending the best solution to solve the problem.
  • Attracts potential customers by answering product and service questions. Makes suggestions about other products and services based on client needs.
  • Maintains a quality result by following established procedures and making recommendation for changes.
  • Open, cancels and updates client policy information based on requests received.
  • Provides system and procedure training to new colleagues and acts as subject-matter expert for colleagues.
  • Continuously evaluates current processes for improvement and/or efficiency.
  • Handles complex client escalations for colleagues ensuring client satisfaction and assists in managing the day-to-day operations.
Education, Experience, Skills and Abilities Requirements:
  • Minimum of 2 years of Customer Service experience and/or 1 year of Call Center experience
  • Must have Personal Lines Insurance License or obtain it within 90 day
  • The ability to learn appropriate firm software systems.
  • The ability to learn insurance products and grow in product knowledge.
  • The ability to apply knowledge and experience to explain products and/or policy to members in clear and relatable terms.
  • Capable of multi-tasking and prioritizing workloads while adhering to deadlines.
  • The ability to interact and communicate effectively in a team environment to share knowledge and manage workflows.
  • Demonstrates the firm's behavioral tenets, exuding behavior that is aligned with the corporate culture.
Special Working Conditions:
  • Fast paced, multi-tasking environment.


Important Notice:

This position description is intended to describe the level of work required of the person performing in the role and is not a contract. The essential responsibilities are outlined; other duties may be assigned as needs arise or as required to support the organization. All requirements may be subject to reasonable accommodations to applicants and colleagues who need them for medical or religious reasons.

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