Customer Service Representative II

CRC Group • Fort Worth, TX

34d

About The Position

The incumbent is responsible for providing exceptional customer service and administrative support in order to maintain business relationships between the Company and its policyholders, agents and claimants by answering questions, solving problems, and providing advice and/or assistance via telephone. The incumbent also assists leadership with training and answers coworker questions on the Customer Care Unit floor. ESSENTIAL DUTIES AND RESPONSIBILITIES Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time. 1. Manage a high volume of routine and complex inbound calls in a timely manner. Identify customer needs, clarify information, research issues, and provide solutions/alternatives. 2. Provide support and information to customers and agencies regarding policies, initiating policy endorsement changes, answering billing and rate-related questions, establishing first notice of loss (FNOL) claims and responding to other related queries. Communicate feedback via email and/or fax, as needed. If licensed, may explain policy coverage. 3. Assist CCU leadership on a routine basis by providing support and real-time coaching of coworkers and assisting with new employee training as assigned. 4. Provide thorough, tactful, and constructive feedback to CCU leadership in an effort to promote the highest level of customer service. 5. Prepare and mail letters to customers, agents, and mortgagees regarding topics such as policy suspension, change requests, and no loss affidavits. Document all conversations within the database in a detailed, factual, clear, and readable manner. 6. Process policy payments, cancellations, rejected payments and nonsufficient fund items, ACH sweep payments, refunds and write-offs, and verify accuracy of same. 7. Perform data entry for payments, cancellations, reinstatements, finance agreements, and account adjustments in sync with Company standards and best practices. 8. Responsible for meeting personal/team qualitative and quantitative targets set by the department. 9. May assist with testing and communicate findings as the Company deploys new products and/or system changes, as well as assist with outbound calls supporting marketing and/or other Company initiatives.

Requirements

• Three years of related, applicable experience or training, specifically in customer service and/or insurance
• High school diploma or general education degree (GED) equivalent

Nice To Haves

• Fluency in Spanish
• May require license dependent on duties performed

Responsibilities

• Manage a high volume of routine and complex inbound calls in a timely manner. Identify customer needs, clarify information, research issues, and provide solutions/alternatives.
• Provide support and information to customers and agencies regarding policies, initiating policy endorsement changes, answering billing and rate-related questions, establishing first notice of loss (FNOL) claims and responding to other related queries. Communicate feedback via email and/or fax, as needed. If licensed, may explain policy coverage.
• Assist CCU leadership on a routine basis by providing support and real-time coaching of coworkers and assisting with new employee training as assigned.
• Provide thorough, tactful, and constructive feedback to CCU leadership in an effort to promote the highest level of customer service.
• Prepare and mail letters to customers, agents, and mortgagees regarding topics such as policy suspension, change requests, and no loss affidavits. Document all conversations within the database in a detailed, factual, clear, and readable manner.
• Process policy payments, cancellations, rejected payments and nonsufficient fund items, ACH sweep payments, refunds and write-offs, and verify accuracy of same.
• Perform data entry for payments, cancellations, reinstatements, finance agreements, and account adjustments in sync with Company standards and best practices.
• Responsible for meeting personal/team qualitative and quantitative targets set by the department.
• May assist with testing and communicate findings as the Company deploys new products and/or system changes, as well as assist with outbound calls supporting marketing and/or other Company initiatives.

Benefits

• Eligible full-time teammates enjoy access to medical, dental, vision, life, disability, and AD&D insurance; tax-advantaged savings accounts; and a 401(k) plan with company match.
• CRC Group also offers generous paid time off programs, including company holidays, vacation and sick days, new parent leave, and more.
• Eligible positions may also qualify for restricted stock units and/or a deferred compensation plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED