Customer Care Representative
2 months ago
** Customer Care Representative - Commercial Lines**
**Job Category****:** Service Center **Requisition Number****:** CUSTO01952 Showing 1 location **Job Details**
**Description**
****A property/casualty insurance license is REQUIRED for this position****
The Customer Care Center is open from 7:00 a.m. to 7:00 p.m. and must be staffed accordingly. Schedules will include working until 7:00 p.m. several times each month. Primary schedule will be established based on call volume and the departments staffing model. Additional work hours may be expected during times of heavy volume. May be asked to cover additional shifts, as needed.
**Summary of Responsibilities**
As a licensed agent, handle calls in our Commercial Lines Customer Care Center queue. Answer commercial lines coverage questions and inquiries from policyholders. Work with underwriters and agents to provide service to policyholders. Generate certificates of insurance at the caller's request. Issue Instant Issue Bonds at the caller's request. Process pre-renewal and renewal information for policyholders in CL Customer Care. Document all activities in our agency management system. Handle billing and claims inquiries from policyholders and agents in an easy-to-understand, jargon-free manner. Complete First Notice of Loss for policyholders, agents and claimants who are directly reporting new losses. Within the letter of authority underwrite policyholder changes.
Handle overflow calls in our Personal Lines Customer Care Center queue. Answer questions and give advice about coverages on our Home & Highway policy. Is flexible and willing to provide assistance in other phone queues based on volume and departmental needs, such as policyholder payment processing queue, work comp pool queue, and other miscellaneous phone queues.
**Preferred Experience and Skills**
Excellent customer service and interpersonal skills
Problem solving, decision making and multi-tasking skills
Knowledge of personal computers
3-5 years of experience providing commercial lines customer service in the insurance industry
**Preferred Education and Training**
Associate's or Bachelor's degree
Property & Casualty agents license **(required)**
Associate in Underwriting (AU) designation and/or completion of at least two parts of CISR or CIC program
**Qualifications**
**Skills**
**Behaviors**
**:**
**Motivations**
**:**
**Education**
**Experience**
**Licenses & Certifications**
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