About the Role
Customer Care Representative – Personal Lines
Albany, NY
Remote – New York
Full time
JR102220
The Customer Care Representative answers questions and resolves problems initiated by insureds and carriers via telephone, mail, and e-mail. Most questions concern coverage, claims, cost, or billing and may require research or referral to resolve. Significantly contributes to business retention efforts.
The ideal remote candidate for this role will have previous Personal Lines insurance experience and reside in one of the following locations: New York, New Jersey, Vermont, Connecticut, New Hampshire, Pennsylvania, or Massachusetts.
Your Impact:
- Answers all incoming telephone calls promptly and professionally. Identifies and responds to questions or problems presented by insured in a manner that meets or exceeds client service level standards.
- Processes and responds professionally to inquiries received via email, fax, or mail within established service levels.
- Accurately documents customer contact reasons and resolution in accordance with department protocol and completes applicable system and carrier website updates.
- Determines, analyzes, and solves problems related to policies and billing issues. Successfully applies problem solving and time management methodology; balances multiple tasks as business needs arise while maintaining production and quality standards.
- Uses de-escalation tactics when needed. Immediately reports escalated problems, service errors or anomalies to supervisor to effect prompt resolution. Takes initiative to contribute to development of long-term solutions to prevent recurring or similar errors or problems, with a “customer first” philosophy.
- Develops and maintains product, procedural and technical systems knowledge.
Successful Candidates Will Have:
- Associates degree and 1 year experience in customer service and/or sales, preferably in the insurance industry; or an equivalent combination of education and experience.
- Proficiency using computers and Microsoft Office tools required, including experience with administration platforms and call center specific phone systems.
- Strong attention to detail and demonstrated ability to meet established quality and productivity standards.
- NYS Property & Casualty or Personal Lines license is required.