Customer Service Agent I

Church Mutual Insurance Company, S.I.•Merrill, WI

2d•Hybrid

About The Position

This role will work on a hybrid schedule which includes in office days Tuesday-Thursday and can be located in one of our locations of Merrill, Milwaukee, or Madison, WI. As part of a team, provide timely solutions to customers primarily through telephone and email inquiries while optimizing the customer experience. Provide comprehensive direction regarding insurance coverages and options, information as requested, and resolution for concerns. Documentation of all inquiries and actions taken is required. Process transactions, complete required forms, and produce insurance documents. Determine eligibility for additional coverages and policies, including quoting and selling.

Requirements

Property and casualty insurance license required and relevant licenses must be renewed and maintained in accordance with Church Mutual and applicable state requirements.
High school diploma or equivalent required.
Ability to work a pre-established work schedule and provide after-hours support for customer requests based on customer demand and/or employer's request.
Ability to work independently, as part of a team, with the ability to communicate internally across a variety of channels.
Strong verbal and written communication skills.
Excellent multitasking and prioritization skills.
Comfortable analyzing exposures to recognize areas of concern and offer appropriate solutions.
Positive, professional, and customer-oriented attitude.

Nice To Haves

Bilingual candidates are encouraged to apply, particularly those fluent in both English and Spanish.
Two years of customer service, industry, or equivalent work experience preferred. A two- or four-year degree may waive all or a portion of the work requirement.
Post-secondary education or participation in recognized insurance education courses is desirable.
Experience documenting during telephone conversations strongly recommended.
Ability to learn and utilize technology and software from a variety of sources, including, but not limited to, various Microsoft products desirable.

Responsibilities

Provide comprehensive direction and solutions to external and internal customers through written and verbal communication.
Promptly provide information in response to inquiries to handle and resolve concerns.
Create system documentation of all verbal/written interactions with a customer, including any actions that were taken.
Gather and enter system data to process transactions and produce contractually correct insurance documents. Document all decisions and communications associated with the process.
Analyze, evaluate, and make decisions on eligibility of new business and quote endorsements, recognizing exposures and coverage alternatives. Offer risk management suggestions and adequately price insurance coverages. Complete required forms as necessary, including applications, surveys, and legal documents. This includes quoting additional coverages and policies.
Maintain assigned tasks on a daily basis.
Support Church Mutual customers across a specific geographic region.
Support the direct religious Church Mutual product line and Center of Excellence.
Work collaboratively in a team environment to achieve corporate and team goals to enhance the customer experience. Assist others in work processes to accomplish team workload expectations.
Extensive interaction with all Church Mutual customers, team members, sales force, and others related to Church Mutual operations.
Remain current on company systems, forms, and procedures. Continue to develop knowledge of the property and casualty industry, religions, religious organizations, camps, schools, nonprofits, and operations specific to Church Mutual's business niche.
Maintain confidentiality of the organization's customers and data.
Participate in individual and team trainings and meetings.
Suggest improvements and periodically participate in contact center initiatives to improve effectiveness.