Customer Care Representative - Personal Lines

One80•New York, NY

6d•$23 - $24

About The Position

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.

Requirements

High school diploma or general education degree (GED).
2 or more years of experience in customer service and/or sales, preferably in the insurance industry or equivalent combination of education and experience.
Demonstrated proficiency with computers including MS Outlook, Word, Excel.
NYS Property & Casualty or Personal Lines license or the ability to become licensed within 90 days of hire.

Responsibilities

Answers all incoming telephone calls promptly/professionally and documents calls in accordance with department protocols.
Identifies and responds to questions or problems presented by insured in a manner that meets or exceeds client service level standards.
Provides accurate information to insured in accordance with company policy or research information, when necessary (i.e., use computerized system to verify coverage, payment received, etc.)
Immediately reports escalated problems, service errors or anomalies to supervisor to effect prompt resolution.
Obtains comparative quotes on personal lines insurance (i.e., automobile, homeowners, renters, etc. and presents to insured).
Audits insurance applications for accuracy and enters new insured on computerized system.
Audits new business pending files by date, following up with carriers if policy is not received timely.