Customer Solutions Associate

Munich Re • Wayne, PA

1d • Hybrid

About The Position

The Customer Solutions Associate supports internal and external customer contacts through channels such as phone, web portal, and processing in a Customer Solutions skill set, which may include Inspection Support, Operational Support, Policy Support, or Special Products. The role also provides customer contact support in a Valley Forge non-Customer Solutions skill set, such as Claims Support, Prep Support, or Processing Support. The associate asks probing questions to identify customer needs, helps find suitable solutions, mediates to ensure inquiries are handled properly and business needs are met, documents customer interactions, and performs duties needed to resolve or satisfy assigned inquiries.

The position is hybrid, with three days in the office at the Wayne, Pennsylvania location. It includes inbound customer service and non-call production work, as well as participation in projects as needed.

Requirements

• High school diploma or equivalent.
• At least 2 years of customer service experience.
• Excellent verbal and written communication skills with customers at all levels.
• Strong problem-solving, analytical, and presentation capabilities.
• Attention to detail.
• Ability to multitask, prioritize tasks, and deliver assignments on time.
• Typing accuracy of 85%; proficient level required.
• Excel accuracy of 85%.
• Demonstrated teamwork, including conflict resolution, personal and team accountability, openness to influence, and team commitment.
• Ability to work well in a stressful, rapidly changing environment.

Nice To Haves

• Excellent PC skills using Word, Excel, and the Microsoft Office Suite.

Responsibilities

• Provide customer support across assigned Customer Solutions skill sets, including Inspection Support, Operational Support, Policy Support, or Special Products.
• Provide customer contact support in an assigned Valley Forge non-Customer Solutions skill set, such as Claims Support, Prep Support, or Processing Support.
• Ask probing questions to uncover customer needs and identify win-win solutions.
• Mediate for customers to ensure inquiries are handled properly, business needs are met, and customers are satisfied.
• Follow customer service standards and document all customer interactions.
• Perform duties necessary to resolve or satisfy assigned inquiries.
• Provide customer service and maintain inbound call availability according to HSB standards; ensure phones are in the correct code to receive inbound calls.
• Communicate with brokers, agencies, customers, and internal departments by processing assigned non-call production work.
• Participate in projects as necessary.

Benefits

• Health insurance with a choice of PPO or High Deductible plans.
• Supplemental Life and AD&D plans available for purchase for employees and dependents.
• Voluntary Accident, Critical Illness, and Hospital Indemnity plans.
• Prescription drug coverage included with health insurance.
• Short- and long-term disability coverage.
• Vision and dental insurance.
• 401(k) plan with up to a 5% employer match.
• A retirement savings plan that is 100% company funded.
• Paid time off starting at 24 days per year, with additional days for milestone service anniversaries.
• Eligibility to receive a yearly bonus as a Munich Re employee.
• Health and wellness programs provided at no cost.
• Hybrid work environment.
• Corporately subsidized on-site cafeteria and a We Proudly Serve coffee shop.
• Complimentary on-site workout facility and walking trails on campus.
• On-site wellness center with a nurse practitioner.
• Financial assistance for adoptions and infertility treatment.
• Paid time off for eligible family care needs.
• Tuition assistance and educational achievement bonuses.
• Free parking.
• Corporate matching gifts program.
• Paid time off to volunteer in the community.

What This Job Offers

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