Customer Service Representative I

Mutual Capital Holdings•Wyalusing Township, PA

10h

About The Position

We are seeking a motivated individual to join our team! The position may be filled at either an entry or skilled level, commensurate with experience. Only those candidates selected for an interview will be contacted. This position is employed by Mutual Capital Services, Inc. and is functionally aligned with Mutual Capital Group, Inc. This role supports corporate initiatives and provides services across multiple subsidiary companies. The Mutual Capital Group, Inc. companies include Mutual Capital Holdings, Inc., Mutual Capital Services, Inc., Mutual Capital Investment Fund, LP, Tuscarora Wayne Mutual Foundation, Tuscarora Wayne Insurance Company, Keystone National Insurance Company, Lebanon Valley Insurance Company, Glacier Auto Insurance Company, and Glacier Insurance Agency, Inc. We are an equal opportunity employer. Applicants are considered for positions without regard to veteran/military status, race, color, religion, sex/gender, national origin, ancestry, age, disability, genetic information, pregnancy (including childbirth, lactation, and related medical conditions), alienage or citizenship status, sexual orientation, gender identity or expression, or any other category protected by applicable federal, state, or local laws. EOE

Requirements

High School diploma or equivalent.
Previous experience in customer service is a plus.
Strong communication skills (verbal and written) and interpersonal skills.
Ability to analyze situations and make reasonable judgements.
Knowledge of phone systems, Microsoft Office Suite and other relevant applications.
Ability to multitask, prioritize, and manage time effectively.
Detail-oriented with a commitment to accuracy and quality.
Ability to perform basic mathematical operations.
Ability to work independently and as part of a team.
Willingness to obtain relevant insurance education as required.
Ability to lift and move packages up to 20 pounds.

Responsibilities

Respond to inbound inquiries from policy holders and independent agents related to basic billing and policy status questions.
Process routine premium payments.
Provide general information regarding billing pay plans, due dates, and payment options.
Receive and document basic First Notice of Loss (FNOL) information following scripts and checklists.
Documentation and Recordkeeping: Maintain accurate records of customer interactions, transactions, and inquiries in our agency management system (AMS). Ensure compliance with data protection regulations and company policies.
Escalate complex issues to CSR II/III or appropriate departments per established guidelines.
Adhere to scripts, procedures, and compliance standards.
Compliance and Document Security: Ensure the confidentiality and security of sensitive documents.
Continuous Improvement: Proactively identify process improvements and opportunities to enhance customer experience. Provide feedback to management on customer trends, common issues, and areas for improvement.
Leadership skills.