Service Operations Representative II
About The Position
Responsibilities include, but are not limited to: · Creating a superior client service via phone and electronic channels for N&D® agents, policyholders, and internal clients o Attentively listening to caller needs o Responding to inquiries in a timely, effective, and professional manner o Completing all tasks and interactions with high quality o Problem-solving discrepancies as necessary and with proper communication/escalation · Providing technical support for N&D®'s agency and policyholder portals · Properly documenting client interactions o Recording of inquiries, comments, and transactions processed · Following team Standardized Operating Procedures – documenting and enhancing them · Internally recommending improvements in processes for a better experience for clients · Collaborating with other departments and colleagues in the organization, to effectively resolve inquiries and improve client satisfaction · Broader specialization in multiple components within Service Operations · Taking on related tasks, assignments, and ad hoc projects as required
Requirements
- At least 4 years of experience in superior client support experience or transferable customer assistance experience
- P&C insurance
- Strong proficiency in Microsoft Office suite (Excel, Word, Outlook).
- Excellent organizational skills with strong attention to detail and accuracy.
- Effective interpersonal and communication skills, both verbal and written.
- Ability to manage multiple tasks and work under pressure to meet deadlines.
- Collaborative with a customer-service mindset.
Nice To Haves
- Undergraduate degree or equivalent experience preferred but not required
Responsibilities
- Creating a superior client service via phone and electronic channels for N&D® agents, policyholders, and internal clients
- Attentively listening to caller needs
- Responding to inquiries in a timely, effective, and professional manner
- Completing all tasks and interactions with high quality
- Problem-solving discrepancies as necessary and with proper communication/escalation
- Providing technical support for N&D®'s agency and policyholder portals
- Properly documenting client interactions
- Recording of inquiries, comments, and transactions processed
- Following team Standardized Operating Procedures – documenting and enhancing them
- Internally recommending improvements in processes for a better experience for clients
- Collaborating with other departments and colleagues in the organization, to effectively resolve inquiries and improve client satisfaction
- Broader specialization in multiple components within Service Operations
- Taking on related tasks, assignments, and ad hoc projects as required
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
