Personal Lines Call Center Specialist

Greylock Federal Credit Union • Pittsfield, MA

16d • $20 - $26 • Onsite

About The Position

Under the general direction of the Insurance Processing & System Manager, performs a variety of personal insurance policy processing functions in conformance with established Insurance Agency policies, strategies and procedures.

Requirements

• High school diploma or its equivalent
• Ability to organize multiple projects
• Excellent verbal communication, telephone etiquette, and customer service and organizational skills
• Attention to detail and ability to multi-task

Nice To Haves

• P&C License Preferred

Responsibilities

• Performs any functions, within scope of authority and expertise to provide the highest level of service and responsiveness to the customers served by the Insurance Agency.
• Responds immediately as the first person of contact to incoming inquiries for service from customers or prospects via the phone queue system TouchPoint, taking ownership of the inquiry to ensure customer satisfaction and policy retention as well as handling calls in a timely, professional and friendly manner.
• Confidently discusses options and makes recommendations for policy suggestions/changes. Be prepared to respond to frequently asked questions.
• Achieves expected standards in up-selling/cross-selling by reviewing existing customers' policies and asking the appropriate questions that will result in cross-selling additional policies and upselling needed features to current policies.
• Collects and enters prospect information into our system in order for the quoting process to begin.
• Participates in training in order to inform and recommend coverages and solutions to insureds over the phone, in a consistent manner with the rest of the Agency's personnel.
• In the Agency's ongoing effort to retain business, assist the Processing team with nonpayment and renewal notices during downtime, making calls to insureds and notifying CSR's when policies are due to cancel. Initiate any necessary contact with carriers to mitigate policy reinstatement Whenever possible or necessary.
• Act as quality control, ensuring that all required documentation is in our file and that the agency standards for timeliness and accuracy are being met and reporting any violations to the appropriate agency manager. Quality control also extends to verifying the accuracy of all information in the customer database.
• May be required to transmit some requests for policy changes to our insurance partners within the required timeframe, utilizing the specific delivery method for each carrier. Confirm receipt of the revised policy declarations and mail insured copies to the customer along with the appropriate letter.
• Assist Account Manager with customer service activities as needed or as time permits.
• Cross-sells Greylock products (referrals) to non-Credit Union members, as well as have a basic understanding of the products and services the Credit Union has to offer.
• Promotes the Greylock Insurance Agency wherever and whenever possible. Encouraged to actively represent the Greylock Insurance Agency in local civic, community and professional organizations.
• Responsible for company specific trainings
• Supports other areas of the Agency as needed.

Benefits

• Greylock offers competitive benefits and a range of opportunities to grow your career.
• Choose from two comprehensive medical plan options, along with FSA Medical/Dependent Care, HSA/HRA, dental, vision, and wellness benefits.
• Additionally, our generous benefits package includes 401k plans with employer match and employer pension contributions, PTO, employee incentive plans, and an opportunity for profit sharing.
• Greylock offers employer paid life insurance along with both short- and long-term disability.
• Per an individual’s need, additional life, accident, critical illness benefits, and pet insurance, may also be elected.

What This Job Offers

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