Customer Service Representative II

Integrity Marketing Group•Clearwater, FL

17d•Onsite

About The Position

Provide prompt, courteous customer service, which meets or exceeds service standards. Utilize applicable policy forms, insurance law and internal procedures to answer inquiries and process requests from customers. Thoroughly document telephone calls, changes and written correspondence. Primary Responsibilities other duties may be assigned as necessary : Answer incoming Medicare Supplement calls as well as one other LOB line of business, in accordance with quality standards to provide information to agents/ insured about the status of a policy or any other question they may have. Place outgoing calls to provide or obtain information. Document all calls while in progress using the online call documentation program. Transfer or refer misdirected calls to the appropriate individual, department or offices outside the company, using approved transfer and referral techniques. Process customer requests using internal and client-mandated procedures. Produce correspondence to customers using approved letters. Fully document policy file or image system with all related material to leave a clear and concise audit trail. Efficiently process the Bank Changes, Cancel NR, Death NR, Address Changes and ID Cards, as well as more challenging work types as well as other line of business work types. Communicate openly with the Supervisor and other team members to ensure accurate responses and to avoid duplication of efforts. Provides coaching and/or mentoring which may include training of new hires

Requirements

High school diploma or GED equivalent
Insurance background preferred
2-4 years of proven customer support experience
Strong phone contact handling skills and active listening
Familiarity with Microsoft Office products
Ability to adapt and respond to different types of people and tasks
Excellent communication and documentation skills
Ability to multi-task, prioritize, and manage time effectively and efficiently
Reliable transportation and the ability to be punctual and dependable
May have agent license but no active appointments

Responsibilities

Answer incoming Medicare Supplement calls as well as one other LOB line of business, in accordance with quality standards to provide information to agents/ insured about the status of a policy or any other question they may have.
Place outgoing calls to provide or obtain information.
Document all calls while in progress using the online call documentation program.
Transfer or refer misdirected calls to the appropriate individual, department or offices outside the company, using approved transfer and referral techniques.
Process customer requests using internal and client-mandated procedures.
Produce correspondence to customers using approved letters.
Fully document policy file or image system with all related material to leave a clear and concise audit trail.
Efficiently process the Bank Changes, Cancel NR, Death NR, Address Changes and ID Cards, as well as more challenging work types as well as other line of business work types.
Communicate openly with the Supervisor and other team members to ensure accurate responses and to avoid duplication of efforts.
Provides coaching and/or mentoring which may include training of new hires