Service Center Associate

Plymouth Rock Assurance•Boston, MA

6d•$48,000 - $58,500•Onsite

About The Position

As a Service Center Associate, your main responsibility is to provide excellent service to our insurance policyholders on behalf of our independent agency partners. This includes suitable advising and counseling for personal automobile, homeowners, umbrella, and flood insurance for existing customers. Bring your knowledge, problem-solving, and expertise to this role by creating a positive customer experience with our innovative products and systems. We believe that happy employees create happy customers. Our team is committed to fostering a positive, inclusive, and collaborative workplace where employees are supported, encouraged to grow, and empowered to deliver excellent customer experiences every day.

Requirements

Must be able to handle a high volume of in-bound and out-bound calls within time standards while maintaining a professional demeanor.
Above average interpersonal, listening, communication, and organizational skills.
Intermediate MS Office skills required. Proficient personal computer skills including electronic mail, record keeping, routine database activity, word processing, spreadsheet, graphics, etc.
The ability to work full-time flexible or changing schedules is a critical aspect of this department.
Personal Lines experience and/or training; or equivalent combination of education and experience.
Hours of operation are 8:00 am-7:00 pm Monday-Friday (you will only be required to work an 8-hour shift).
MA Property and Casualty license preferred. If not currently licensed, candidate must receive license within 60 days of hire.

Nice To Haves

Spanish-language fluency a plus.
Sales-related experience a plus.

Responsibilities

Develop and maintain complete product knowledge of all three lines of business (Auto, Homeowner and Umbrella) and for all states across all regions (NJ, PA, MA, CT, NY and NH).
Accurately enter and update policy information into the various processing systems and handle phone inquiries regarding coverage and premiums.
Deliver first call resolution and a low customer effort.
Demonstrate high energy and motivation to follow up and take ownership.
Maintain flexibility and demonstrate the ability to work under pressure.
Meet and/or exceed the expectation of customers and agents, providing professional and efficient service at all times through positive interactions and extensive product knowledge.
Quote and sell new personal lines products to prospective clients, up-sell and cross-sell existing clients via phone, internet and written request.
Conduct periodic renewal reviews with policyholders and provide recommendations to address potential insurance gaps.
Perform research and initiate changes/corrections to customer’s policies according to established procedures and sound business judgment.
Identify and resolve potential underwriting issues in new and existing business.
Develop and foster Agent/Company Relationships.
Update marketing and various management tracking reports as assigned.
Engage in proactive team efforts to achieve departmental and company goals.
Demonstrate willingness and ability to learn new functions within the Customer Solutions Center.
Assist other departments when the need arises.
Perform other duties as assigned.

Benefits

4 weeks accrued paid time off + 8 paid national holidays per year & 2 floating holidays
Free onsite gym at our Boston Location
Tuition Reimbursement
Low cost and excellent coverage health insurance options that start on Day 1 (medical, dental, vision)
Robust health and wellness program and fitness reimbursements
Auto and home insurance discounts
Matching gift opportunities
Annual 401(k) Employer Contribution (up to 7.5% of your base salary)
Various Paid Family leave options including Paid Parental Leave
Resources to promote Professional Development (LinkedIn Learning and licensure assistance)
Convenient location directly across from South Station and Pre-Tax Commuter Benefits