[Remote] Customer Care Representative - Personal Lines
Note: The job is a remote job and is open to candidates in USA. One80 Intermediaries, part of Arrowhead Intermediaries, is a global insurance distribution platform. The Customer Care Representative will address inquiries and issues from insureds and carriers, focusing on coverage, claims, cost, and billing, while significantly contributing to business retention efforts.
Responsibilities
- Answers all incoming telephone calls promptly and professionally. Identifies and responds to questions or problems presented by insured in a manner that meets or exceeds client service level standards
- Processes and responds professionally to inquiries received via email, fax, or mail within established service levels
- Accurately documents customer contact reasons and resolution in accordance with department protocol and completes applicable system and carrier website updates
- Determines, analyzes, and solves problems related to policies and billing issues. Successfully applies problem solving and time management methodology; balances multiple tasks as business needs arise while maintaining production and quality standards
- Uses de-escalation tactics when needed. Immediately reports escalated problems, service errors or anomalies to supervisor to effect prompt resolution. Takes initiative to contribute to development of long-term solutions to prevent recurring or similar errors or problems, with a 'customer first' philosophy
- Develops and maintains product, procedural and technical systems knowledge
Skills
- Associates degree and 1 year experience in customer service and/or sales, preferably in the insurance industry; or an equivalent combination of education and experience
- Proficiency using computers and Microsoft Office tools required, including experience with administration platforms and call center specific phone systems
- Strong attention to detail and demonstrated ability to meet established quality and productivity standards
- NYS Property & Casualty or Personal Lines license is required
Company Overview