Inbound Customer Service Specialist (Surety)

CNA Financial • Sioux Falls, SD

191d

About The Position

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. 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.

Requirements

• High school diploma, GED or equivalent experience.
• Typically a minimum two years customer service experience.
• 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 superior 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.

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.
• 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).

Benefits

• Comprehensive and competitive benefits package
• Support for physical, financial, emotional and social wellbeing goals

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Insurance Carriers and Related Activities
• Education Level: High school or GED