Commercial Customer Contact Center Rep

New Jersey Manufacturers•Trenton, NJ

1d•Hybrid

About The Position

The Commercial Customer Contact Center 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. They take ownership of customer questions and policy-change requests and handle them efficiently, accurately, and professionally. The role supports commercial lines business across New Jersey, Pennsylvania, New York, Maryland, Delaware, and Connecticut. Commercial products include Commercial Auto, General Liability, Workers’ Compensation, Businessowners Policies, Excess/Umbrella, and Package policies. 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

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 and the ability to manage multiple priorities while paying 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.
GED required.

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 channels.
Communicate with customers to review coverages and obtain and review information needed to underwrite commercial lines risks.
Handle coverage verifications, identification card and certificate of insurance requests, and reinstatement requests within the applicable level of authority.
Prepare special letters to address underwriting concerns and enter data for mid-term changes and renewals, as applicable.
Work with the sales department to assist customers with exposure pricing and coverage-verification inquiries.
Set up appropriate PolicyCenter activities for required future action.
Review exposures using independent judgment to ensure they fall within established authority guidelines.
Analyze information to make appropriate decisions and solve problems.
Learn basic property and casualty insurance principles and company products.
Use 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.
Maintain regular and predictable onsite attendance.