Client Services Support Specialist - Inbound Calls
About The Position
The Client Services Specialist provides excellent customer service to agents, insureds, claimants, and others contacting the Berkshire Hathaway Homestate Companies or the National Indemnity group of insurance companies. This role supports customer service, underwriting submission processing, customer information maintenance, and loss run request handling to ensure efficient service, accurate recordkeeping, and timely support for internal and external customers. This position will be with National Indemnity Company in Omaha, NE and is eligible for Hybrid work after a period of in-office training. This position is NOT eligible for employer visa sponsorship.
Requirements
- High school diploma or GED and two years of college or equivalent work experience required.
- One or more years of work experience.
- Basic math proficiency.
- Personal computer proficiency and experience with Microsoft Office applications, including Excel and Word.
- Strong customer service experience.
Nice To Haves
- Basic insurance terms and coverages.
- Typing speed of 35 WPM with accuracy.
- Knowledge of commercial automobile and property rating, policy coverages, and endorsements.
- Understanding of company guidelines regarding acceptability and profitability of applications, accounts, and policies.
- Familiarity with company, agency, and department practices and procedures.
Responsibilities
- Provide excellent customer service to agents, insureds, claimants, and others contacting the organization by phone and email.
- Respond to and resolve routine questions and service requests while identifying when inquiries should be escalated.
- Research customer needs and route calls and emails to the appropriate department or individual.
- Provide contact information for agents, affiliated companies, and other appropriate business contacts.
- Support Underwriting departments by processing submission-related activities, including indexing, preparing resource documents, and assigning priorities according to standardized procedures.
- Provide submission status updates to agents via phone and email.
- Assist agents with second- and third-level submission inquiries by identifying available underwriting resources when appropriate.
- Update and maintain customer address and contact information across multiple systems at the direction of Underwriting and Client Services teams.
- Process loss run requests received from agents and insureds in accordance with established procedures.
- Explain the loss run request process to agents and insureds and direct complex inquiries to the appropriate department.
- Support various business units by handling workflow transactions, misdirected or returned emails, correspondence, and other administrative processing activities.
- Ensure accuracy, confidentiality, and compliance while maintaining high levels of customer satisfaction.
Benefits
- Retirement and savings plan with immediate enrollment with 100% employer match up to 5%
- Medical, Dental and Vision for regular, full-time employees and eligible dependents
- Dedicated Learning & Development program for employees to grow personally and professionally
- 100% upfront Educational Reimbursement program
- Subsidized downtown parking
- Competitive time off policies including parental leave
- Employee Assistance program
- Employee Resource Groups for volunteering, connecting with others, social gatherings, and professional development
- Wellness program with an online wellness portal
- Complimentary state-of-the-art onsite fitness center
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
