Please note that this is a 2 Months+ Contract position and is Fully Remote.
JOB DESCRIPTION:
Education Requirements:
High School Diploma or equivalent required.
Other: Personal Lines or Property and Casualty license may be required for this role. If required, licensing exam must be obtained within a designated number of attempts or testing window in the state(s) in which the license is acquired.
Experience Requirements:
2 years of experience in insurance or related field preferred. Experience providing advanced customer support within a high-volume, complex environment preferred.
Special Skill Requirements:
Additional Qualification:
- Demonstrated customer service skills.
- Strong verbal communication and listening skills.
- Demonstrated written communication skills.
- Demonstrated analytical skills.
- Demonstrated problem-solving skills.
- Demonstrates excellent judgment and decision-making skills.
- Effective conflict management skills. Able to apply strong de-escalation techniques to tense interpersonal interactions.
- Maintains composure under pressure.
- Excellent organizational skills.
- Highly thorough and dependable.
- Ability to simultaneously handle multiple priorities.
- Excellent collaboration and team-building skills.
- Possesses strong technical aptitude. Intermediate computer skills with ability to navigate multiple systems simultaneously.
- Able to troubleshoot basic issues with equipment such as headset, internet, and connectivity.
Assists internal and external customers with complex insurance issues that require advanced support. Delivers exceptional service while proactively seeking feasible solutions within compliance and legal requirements.
Communicates with customers via multiple channels while navigating multiple systems and platforms. Provides peer support through on-the-job training or knowledge sharing.
Essential Job Functions:
- Receives and responds to inquiries related to insurance matters.
- Interacts with customers, agents, and others to resolve complex issues regarding policy provisions and conditions.
- Evaluates and interprets policy information within prescribed authority limits.
- Determines appropriate underwriting actions.
- Accesses account information and communicates while working in multiple systems.
- Uses account information, advanced product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations.
- Makes decisions about ambiguous situations.
- Documents customer interactions and outcomes thoroughly in system.
- Escalates unresolved issues requiring expert support for further resolution.
- Supports peer learning by providing on-the-job training for less experienced team members.
- May serve as a mentor to provide feedback for peer growth.
- Champions change initiatives and encourages acceptance among team.
- Builds knowledge and acumen through self-directed learning.
- Stays informed about underwriting and policy guidelines and other updates including compliance and legal requirements.
- Contributes content to department knowledge resources to keep them current.
- Understands how role and actions connect to department strategy.
- Performs other duties as assigned.
- Actively listens to customer concerns to identify trends or patterns.
- Recognizes opportunities for process improvement and makes recommendations to leadership.
- Devises customer-centric solutions for complex insurance issues.
- Partners with various departments including Policy Support, Claims and Underwriting to respond to customer inquiries.
- May work with external vendors to further address customer needs.
- Adheres to assigned, tightly regulated schedule and follows procedures for requesting time off.
Physical Actions:
This role, whether performed virtually or in an office setting, will include normal and customary distractions, noise, and interruptions.
- Sits or stands for extended periods of time, up to a full work shift.
- Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping.
- Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance.
- Listens to, interprets, and differentiates auditory information (example: others speaking) at normal speaking levels with or without correction.
- Visually verifies and reads information.
- Visually locates material, resources and other objects.
- Ability to continuously operate a computer for extended periods of time, up to a full work shift.
- Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift.
Physical Environment:
This position operates in an open office working environment which will include normal and customary distractions, noise, and interruptions.
Candidates must provide their phone number. Job reference number is A5500.
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