Customer Service Specialist II

4 weeks ago

Fort Washington, Pennsylvania, United States Aon Full time
About the Role

Aon is seeking a highly skilled Customer Service Specialist II to join our team in the Affinity Insurance Services group. This role will be based out of our Fort Washington, PA office with a Hybrid 3 day in the office schedule.

Key Responsibilities
  • Provide first-level interaction with customers on complex issues to meet core client service expectations, highly satisfied member interactions, and mitigation management and client escalations.
  • Handle inbound and outbound calls via 800 lines with a multi-product portfolio, including Life and Disability products, as well as Property and Casualty products.
  • Develop strong expertise in umbrella programs and support PLUS processing, team expertise, and customer escalations.
  • Deliver Life Trust annual renewal in September and PLUS annual renewal each November, including project plan delivery and supporting technology for state rate increases, rate calculations for web updates, and Trust renewal and fulfillment.
  • Interact with other departments on various projects, including new programs, products, and technology.
  • Support knowledge transfer and cross-training within the department through training, quality, and procedures.
  • Respond to carrier communications via email and written correspondence.
  • Maintain service, quality, and timeliness standards.
  • Provide direction and support for the Affinity East team as an umbrella SME.
  • Update and review SOPs - Standard Operating Procedures for application processing and Customer Support transactions.
Requirements
  • Possess active Life, Accident and Health, and Property & Casualty licenses.
  • Demonstrated skills and abilities to be goal-oriented and solve complex issues.
  • Learn multiple products to support revenue growth for program business.
  • Possess excellent organizational and verbal communication skills.
  • Strong multi-tasker.
  • Experience with CRM - Customer Relationship Management System preferred.
  • Possess excellent written communication skills for customer correspondence, able to speak broadly and question customer's needs.
  • Ability to provide excellent quality service to customers.
  • Ability to think critically and use sound judgment when serving clients.
  • Demonstrated relationship-building skills, evaluating individual insurance needs, and offering appropriate products/solutions.
What We Offer

Aon provides a comprehensive package of benefits for full-time and regular part-time colleagues, including a 401(k) savings plan with employer contributions, an employee stock purchase plan, consideration for long-term incentive awards at Aon's discretion, medical, dental, and vision insurance, various types of leaves of absence, paid time off, including 12 paid holidays throughout the calendar year, 15 days of paid vacation per year, paid sick leave as provided under state and local paid sick leave laws, short-term disability, and optional long-term disability, health savings account, health care and dependent care reimbursement accounts, employee and dependent life insurance, and supplemental life and AD&D insurance.

Eligibility for benefits is governed by the applicable plan documents and policies.

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