Customer Support Specialist

1 week ago


Dallas, Texas, United States Summit Financial Group, Inc. Full time

POSITION OVERVIEW: The Customer Support Specialist plays a crucial role in delivering outstanding assistance to Account Managers within our Commercial Risk Management Division. This position requires effective and professional communication with Summit Financial Group, Inc. clients to address inquiries regarding our offerings and to manage and resolve any complaints. Proficiency in commercial property and casualty services, including ratings, claims, and billing processes, is essential.

KEY RESPONSIBILITIES:

  • Verify that necessary adjustments have been made to resolve client issues.
  • Maintain detailed records of client interactions or transactions, documenting inquiries, complaints, or feedback, along with actions taken, in the Company CRM system.
  • Support Account Managers in investigating unresolved client complaints.
  • Examine insurance policy conditions and collaborate with Account Managers to ascertain coverage for losses.
  • Assist in the renewal process under the supervision of the Account Manager.
  • Acquire knowledge of all company rating systems.
  • Become adept at processing requests for certificates of insurance, managing claims procedures, and following up with clients on billing matters.
  • Identify opportunities for process enhancements to exceed service expectations.
  • Perform additional responsibilities and general administrative tasks as required or assigned.

QUALIFICATIONS:

  • Prior office experience is required.
  • Familiarity with Microsoft Office suite; experience with Office365 is preferred.
  • Minimum of 2 years of experience using Excel.

EDUCATIONAL REQUIREMENTS:

  • High school diploma or equivalent; a Bachelor's degree is preferred.

CERTIFICATIONS/LICENSES:

  • Active state property and casualty insurance license (or the ability to obtain one within 6 months of hire).


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