Customer Service Representative

3 weeks ago

Matawan, New Jersey, United States USI Holdings Corporation Full time
Job Summary:

As a Customer Service Representative at USI Holdings Corporation, you will be responsible for providing exceptional customer service and client retention. This role requires a high level of knowledge of all programs, client base, and systems. You will maintain a working knowledge of all operations in the department and contribute to the team's customer service phone goals for Average Speed of Answer and Abandonment Rate.

Key Responsibilities:

Professionally handle all incoming and outbound client calls, including documenting, researching, completing forms, and following up as needed.
Work with customers and carriers to resolve claims issues for assigned clients.
Process all incoming work volume within established goals and parameters.
Review pending client issues to ensure completion and follow up on open items, including acknowledgement within 24 hours and follow-up/resolution within 3 business days.
Contribute to the team's customer service phone goals for Average Speed of Answer and Abandonment Rate.
Consult with assigned clients on annual open enrollment renewal, including options and alternative carriers.
Assist with accounting related tasks, including contacting clients with delinquent and non-payment accounts to obtain payment, generating billing discrepancies reports, and correcting billing errors.
Assist account executives and sales producers with client issues and sales support tasks.
Support assigned team in new business case implementation and/or existing customer changes, including assistance as needed with set up of ancillary accounts.

Additional Responsibilities:

Complete outreach calls to new clients during their transition to USI, including proactive contact for renewal and retention of all assigned accounts, follow-up with clients requesting cancellations, and providing monthly reports of accounts, including cancellation reason.
Demonstrate thorough knowledge of all assigned clients, including key contacts within a company or association, product lines, and processing procedures.
Make scheduled courtesy calls to assigned accounts.
Maintain strong relationships with carriers.
Advise management of escalated system issues affecting retention and service levels.

Requirements:

2 years + of insurance experience.
High school diploma or equivalent required.
Comfortable with internet-based programs and Microsoft Office products.
Analytical ability with high attention to detail and accuracy.
Strong verbal, written, and interpersonal communication skills.
Strong organizational, multi-tasking, and prioritizing skills.
Ability to work in a team environment and across all organizational levels.
Ability to be flexible and adaptable to changing priorities and deadlines.
Ability to follow policies, procedures, and regulations.

Benefits:

USI Holdings Corporation offers a wide range of health, welfare, and financial benefits, including medical, wellness, dental, and vision, 401(k), flexible spending, and health savings accounts, short and long-term disability, life insurance, and other unique employer-sponsored and voluntary programs. Additionally, we offer a generous paid time off policy, paid family leave benefit, and paid holiday time.

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