Commercial Customer Contact Center Rep

NJM Insurance Group•Trenton, NJ

2d•$58,737 - $68,218•Hybrid

About The Position

The Commercial Lines Representative is the primary NJM customer contact for commercial lines business, communicating by phone and other available channels. The representative provides timely service in an automated call delivery environment and responds to inquiries from policyholders, agents, regulatory agencies, and internal sources. The role takes ownership of customer inquiries and policy change requests and handles them efficiently, accurately, and professionally. The representative reviews coverages and gathers and evaluates information relevant to underwriting commercial lines risks. Depending on their level of authority, they may handle coverage verifications, identification-card and certificate-of-insurance requests, reinstatements, special letters addressing underwriting concerns, and data entry for mid-term changes and renewals. The role also works with Sales, uses PolicyCenter and other systems, supports internal staff and Operations as needed, and contributes to projects and other assignments. Training is full-time in the office. After training, there is an opportunity to work remotely two days per week. Scheduled hours are Monday through Friday, 8:45 a.m. to 5:00 p.m. Regular and predictable onsite attendance is an essential function of the job.

Requirements

GED required.
Strong customer service skills, including oral and written communication.
Knowledge of customer service principles and practices.
Strong communication, interpersonal, and writing skills.
Ability to work independently and as part of a team to complete assignments on time.
Strong organizational skills, ability to handle multiple priorities, and attention to detail.
Demonstrated commitment to team and departmental goals.
Ability to make informed decisions and achieve appropriate results.
Strong decision-making capabilities.
Excellent data-entry skills.
Proficiency with computers, Microsoft Office Suite, and automated insurance processing systems.

Nice To Haves

Experience in a call center or customer service environment.
Bachelor’s degree.
At least two years of work experience in commercial property and casualty insurance.
Insurance Producer License with Property & Casualty authority, or ability to obtain it within the first six months.

Responsibilities

Respond promptly and accurately to inquiries from policyholders, brokers, regulatory agencies, and internal contacts through available communication channels.
Communicate with customers to review coverages and obtain and review information needed to underwrite commercial lines risks.
Handle coverage verifications, identification-card requests, certificates of insurance, and reinstatement requests within the assigned level of authority.
Prepare special letters addressing underwriting concerns and enter data for mid-term changes and renewals, as applicable.
Work with the Sales department to assist customers with exposure-pricing inquiries and coverage verification.
Set up appropriate PolicyCenter activities for required future action.
Review exposures using independent judgment to ensure they comply with established authority guidelines.
Analyze information to make appropriate decisions and solve problems.
Learn basic property and casualty insurance principles and company products.
Navigate multiple systems and applications to research, analyze, and resolve customer inquiries.
Maintain established productivity and quality standards in a fast-paced environment.
Process assigned work and handle call volumes within established timeframes.
Work with internal and external business partners to provide quality products and services.
Assist with training internal staff as needed.
Provide backup to Operations staff as needed.
Work on special projects and assignments and complete other duties as assigned.