Inbound Customer Service Specialist (Surety)

CNA Insurance • Sioux Falls, SD

3d • Hybrid

About The Position

You have a clear vision of where your career can go. And we have the leadership to help you get there. At CNA, we strive to create a culture in which people know they matter and are part of something important, ensuring the abilities of all employees are used to their fullest potential. CNA seeks to offer a comprehensive and competitive benefits package to our employees that helps them — and their family members — achieve their physical, financial, emotional and social wellbeing goals. For a detailed look at CNA’s benefits, check out our Candidate Guide. Under general supervision, handles customer fulfillment for all calls and e-mail relating to policy issuance, coverage, bond requirements, status, premium payment methods, reinstatements, cancellation, renewal, adjustment, and new bond issuance. Provide customer technical support and agent/user training for agent facing solutions including; bONdLINE, Surety Portal, and E-Pay. Provide customer fulfillment for Surety Claim, Accounts Receivable, and Agency Licensing. Provide assistance to surety agents, bond holders, and field staff. JOB DESCRIPTION: Essential Duties & Responsibilities Performs a combination of duties in accordance with departmental guidelines: 1. Works with external customers (broker, agent, and/or client) to provide detailed responses in writing and/or phone to agents, direct customer, broker, field associates, or state agencies related to bond and policy provision, rating, coverage, status change or issue regarding premium/billing, claim, agent contracting/licensing, agent commission payments, and sales support. Includes customer service call support for Surety Claim, Agency Licensing, Accounts Receivable, and Field Services. 2. Partners with Underwriting to assist external customers with the best underwriting solution. 3. Identifies or anticipates customer needs and recommends solutions and appropriate coverage. 4. Identifies sales opportunities and uses consultative selling skills to place new business cross-sell coverages. 5. Listens to the needs and concerns of the customer and works with team members to achieve mutual goals. 6. Carries out instructions within an existing procedural work routine. 7. Uses advanced features of business applications and knowledge and use of internal systems including Finesse, Verint, Outlook, Skype, Form Letters, BPS/WAM and Image. 8. Uses advanced features of business application and knowledge and use of Best Practices, Sharepoint, MBDB, Surety Intranet, Inside CNA, rate manual, bond forms library and Notary manual. 9. Adherence to scorecard performance goals and measures for Contact Center call (quality, compliance, after call work, hold time, handle time and RONAs). Reporting Relationship Typically Supervisor or above

Requirements

• Moderate complexity knowledge and application of 10 surety bond families and underwriting appetite for more than 10,000 bond coverages as well as 15 customer segmentations/customer channels/geographic regions.
• Moderate complexity knowledge and application of business practices and execution for new business submission, renewals, cancellation, adjustment processing, and premium payment/transaction processing, bonded coverage.
• Moderate complexity knowledge and application of agent self service capabilities for customer facing business applications and services, including: Bondline, ePay and Surety Portal.
• Strong written, verbal and interpersonal communication skills, including professional phone etiquette and the ability to work with internal and external customers at all levels.
• Strong analytical skills with the ability to work independently and proactively to identify and resolve problems.
• Solid computer skills including Microsoft Office Suite and other business related software.
• Strong organizational skills including the ability to handle multiple tasks and prioritize work.
• Acts with a sense of urgency to provide suplerior service to our customers and internal business partners. Takes ownership to complete tasks to a timely resolution.
• Builds strong relationships with customers and colleagues, demonstrates teamwork and collaboration.
• Communicates professionally and effectively, follow up and keeps customers informed.
• Embraces existing and new technology. Effectively utilizes desktop tools to multi-task and deliver efficient customer service.
• High school diploma, GED or equivalent experience.
• Typically a minimum two years relevant experience.

Responsibilities

• Works with external customers (broker, agent, and/or client) to provide detailed responses in writing and/or phone to agents, direct customer, broker, field associates, or state agencies related to bond and policy provision, rating, coverage, status change or issue regarding premium/billing, claim, agent contracting/licensing, agent commission payments, and sales support. Includes customer service call support for Surety Claim, Agency Licensing, Accounts Receivable, and Field Services.
• Partners with Underwriting to assist external customers with the best underwriting solution.
• Identifies or anticipates customer needs and recommends solutions and appropriate coverage.
• Identifies sales opportunities and uses consultative selling skills to place new business cross-sell coverages.
• Listens to the needs and concerns of the customer and works with team members to achieve mutual goals.
• Carries out instructions within an existing procedural work routine.
• Uses advanced features of business applications and knowledge and use of internal systems including Finesse, Verint, Outlook, Skype, Form Letters, BPS/WAM and Image.
• Uses advanced features of business application and knowledge and use of Best Practices, Sharepoint, MBDB, Surety Intranet, Inside CNA, rate manual, bond forms library and Notary manual.
• Adherence to scorecard performance goals and measures for Contact Center call (quality, compliance, after call work, hold time, handle time and RONAs).

What This Job Offers

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