Field Service Representative and Trainer
2 weeks ago
OBJECTIVE:
To guide the Field Force towards achieving success by delivering comprehensive customer support in preparing information for independent contractor insurance agents to quote, sell, and service clients. To ensure exceptional customer service is provided in a timely and professional manner. To offer operator support during standard business hours by managing all incoming calls to the Area Service Office (ASO) efficiently and courteously. To proactively investigate and resolve policy-related issues by assisting agents and customers via phone, in-person interactions, and through daily documentation and activity reports. To supervise daily office functions and administration. To serve as a multi-line subject matter expert for field personnel. To create and manage employee schedules, procure office supplies, oversee budget adherence, and delegate daily responsibilities. To provide training across all lines of business and products to ASO staff, agent personnel, and agents.
RESPONSIBILITIES:
Assist customers and prospective clients with inquiries regarding billing, insurance coverage, and member benefits.
Engage in face-to-face interactions with ASO Field Customer Service Representatives, Agent Staff, Agents, Managing Partners, and insured individuals.
Receive, process, and validate insurance and membership transactions.
Take ownership of complaints and inquiries, ensuring proactive follow-through to resolution.
Accept and process payments from customers, perform bank deposits, and manage all financial transactions in accordance with established money handling procedures.
QUALIFICATIONS:
Required: High school diploma or equivalent is mandatory. Proficient computer skills with demonstrated experience in Microsoft Outlook, Word, Excel, and PowerPoint are essential. A proven ability to learn new technologies is required. An active P/C license is necessary or must be successfully obtained within 90 days of employment. Accurate keyboarding skills are required. A commitment to pursuing ongoing job-related training and education is essential.
Preferred: An associate degree is preferred, focusing on business administration, FBCISR, AINS, CIC, management, insurance, or finance, or equivalent experience may be considered. A minimum of one year of experience in insurance processing is preferred. One year of professional office experience and customer service is also preferred.
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