Description

• Provide timely customer service to incoming correspondence via email or phone calls
• Assume ownership and manage each case from start to finish. Respond to customer (internal/external) inquiries and requests in an efficient, accurate and professional manner to achieve an optimal outcome
• Exhibit empathy to understand the needs of dissatisfied agents and/or customers.
• Demonstrate the ability to establish strong relationships and build trust with key stakeholders, including Agents, Billing and Operations departments and across Commercial Insurance Underwriting and business partners.
• Navigate across multiple commercial systems and applications to research, analyze and resolve general inquiries from agents including questions on forms and conditions, service escalations, billing and discrepancy issues.
• Advanced knowledge of Commercial insurance principles, company products and underwriting guidelines
• To ensure complete resolution of all customer inquiries; cases will need to managed end to end service with other business partners
• Gather, organize, and analyze reports/information to assist Agents and Underwriters to determine next steps.
• Know and comply to corporate policies, regulatory standards, internal business processes, and procedures while processing work and meeting/exceeding service performance and quality standards
• Maintain performance standards within a fast-paced environment
• Work effectively in a team environment using professional interpersonal and communication skills
• Be able to adapt and thrive in an atmosphere of change
• Handle additional job responsibilities as assigned by the Supervisor/Manager; accepts projects as assigned by the Supervisor/Manager