Customer Service Specialist

State of MontanaHelena, MT
13hOnsite

About The Position

We are looking for Customer Service Specialists who view every interaction as an opportunity to deliver an exceptional customer experience. You will be the front line of our service mission, supporting Montana policyholders and agency partners by ensuring their policies are accurate, their questions are answered, and their businesses are protected. In this role, you are a pivotal advocate for our members. Through our dedicated training program, you will develop the specialized skills needed to manage complex policy lifecycles and collaborate with our internal experts in underwriting, safety, and finance to meet the unique needs of Montana employers.

Requirements

  • High school diploma or GED plus 3 years business office and customer service experience,
  • OR Associates degree plus one year of relevant customer service experience,
  • OR Bachelor’s degree (preferred)
  • Proficiency in Microsoft Word and Excel. You'll be using these tools regularly and must be comfortable navigating them.
  • Skill in using multiple computer screens and serving customers by phone and in person. Our customer service involves a lot of multitasking, and we'll help you get comfortable with our systems, but it's a plus if you're already familiar with these tools.
  • Basic knowledge of standard office equipment. You'll be interacting with various tech tools in your daily routine.
  • The ability to obtain a State of Montana Casualty Producer License within 120 days of employment. Don't worry, we'll support you through this process!
  • A successful state and federal background check by the Montana Department of Justice, which is part of the licensing process and requires fingerprinting.

Responsibilities

  • Policy Administration & Accounts: Handle new policy applications, accurately review and enter payroll reports, and process premium audits. Manage policy cancellations, reinstatements, and address billing inquiries. Provide loss runs and reconcile canceled policies as needed. Complete all tasks according to MSF's best practices, procedures, guidelines, and the SCOPES manual. Follow organizational policies, procedures, sales and service standards, and established workflows. Maintain quality control through proper file documentation and ensure customer confidentiality. Meticulously check policies, endorsements, and audits for accuracy to provide a seamless customer experience.
  • Customer & Agent Engagement: Promptly log into phones, take customer calls, and respond to policyholder and agent inquiries. Diligently follow up to obtain and provide needed information, fostering trust and positive relationships. Provide customers with insurance coverage analysis and recommendations for improved coverage. Prepare proposal materials and respond to detailed policy inquiries. Work with policyholders and their agents to offer additional services, such as safety visits. Proactively seek to avoid potential policy disruptions, like significant billing changes, always focusing on customer satisfaction. Consistently ensure customer needs are fully met, communicate additional information, and make every interaction with MSF positive, informative, and creating a lasting favorable impression.
  • Claims Support & Operational Assistance: Accurately enter phone First Reports of Injury details according to claim handling resources. Research discrepancies and complete all required follow-up activities.
  • Perform other tasks as determined by the Customer Service Specialist leader, contributing to overall team and departmental efficiency.

Benefits

  • Excellent health insurance with dental, vision, life, long-term disability and more, with optional dependent coverage.
  • Flexible spending accounts for dependent care and medical expenses.
  • Public employees’ retirement plan tax-deferred contributions with a generous employer match.
  • Optional 457(b) deferred compensation to further increase retirement savings.
  • Higher education reimbursement and other training and development programs.
  • Robust personal leave, paid holidays, and extended leave.
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