Property and Casualty Customer Service Representative

Job Description:

This position has front-line interaction with customers, including answering phones to respond to general customer inquiries, invoice questions, payment information, customer change requests, and customer complaints. The position is responsible for projecting a professional company image through phone interaction.

RESPONSIBILITIES

• Answers a high call volume and responds to requests promptly.

• Identifies, researches, and resolves issues using AS400, Salesforce, Mitel, Microsoft, and other applications and resources.

• Researches billing issues with a working knowledge of primary billing ledgers.

• Processes insurance endorsements, such as adding or removing vehicles from a policy, changing insurance coverages, and other transactions.

• Processes credit card and check payments.

• Provides product/service information and offers add-on products.

• Articulates information or direction to a customer’s level of understanding.

• De-escalates complaints or concerns.

• Follows-up on inquiries not immediately resolved.

• Shows empathy while providing one-call resolution.

• Maintains expected performance levels and meet or exceed KPIs.

• Protects proprietary information belonging to the Company.

• Performs other related duties as assigned

JOB REQUIREMENTS

• High school diploma or equivalent is required.

• Minimum one year of Call Center experience or two years in Customer Service experience.

• Proficient reading, oral and written communication, and math skills.

• Must be able to work flexible schedules and have availability to work during core services hours from 6 am to 8pm Mon-Fri and 8 am to 5 pm Sat.

• Computer literacy with the ability to learn customer service software applications.

• Bilingual communication skills in both English and Spanish strongly preferred.

• Superb phone and soft skills, including active listening, independent problem-solving, and responding professionally and compassionately.

• Ability to navigate between multiple screens, databases, and complex data entry applications while engaging the customer on the call.

• Demonstrated organizational skills and ability to prioritize.

• Ability to adapt and adhere to policies and procedures.

• Must have attributes of a team player committed to growth and development.

• Proficiency in Microsoft Office and Outlook.

• Data Entry and proficient keyboard skills.

Licensing Requirements

Must be able to secure and maintain, at a minimum, a Property and Casualty Insurance License and remain eligible for an insurance license in your state of employment for the duration of the position with First Acceptance Insurance.

• Courses to obtain licensure, certification, designations, or prepare for testing, as well as the test itself, will be paid for by the Company on your behalf. Although the cost of the training materials, fees and/or testing for licensing and certifications are covered by First Acceptance, the amount will be considered as a loan to you. This loan will be forgiven after a year of service has passed since the training event. First Acceptance shall be authorized to pursue appropriate collections efforts as deemed necessary (not applicable in CA and IL).

• The incumbent must make adequate progress during the pre-licensing course and pass the state exam. Progress will be measured through pre-tests and training observations.

• Employment is contingent upon adhering to the established pre-licensing course timeline. Because the role requires a license to discuss and endorse an insurance policy, failure to make adequate progress in pre-licensing training or becoming a licensed agent could result in termination of employment.

#LI-REMOTE

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to do manual tasks, which may include the use of hands to finger and handle controls. Tasks may also require the ability to talk or hear. The employee will frequently sit, bend, and reach with hands and arms and is occasionally required to stand and walk. The employee may occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus. Other abilities include possessing the capacity to learn, concentrate, think, and read. Oftentimes the employee will be communicating and interacting with others while working.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and perform any other job-related duties requested by anyone authorized to give instructions or assignments.

As a Team Member at First Acceptance Insurance Company, you will be part of a growing organization that continues to evolve and positively impacts the lives of our team members and customers.

We are looking for team members that engage – who take responsibility for themselves and take care of their customers and colleagues. Ideal candidates can compose themselves under pressure, have a “make It right” mindset, and focus their energies on solving problems. This means you’ll be supported by a team with all these qualities, too. If this sounds like the kind of team you’d like to join, we want to hear from you! ​

First Acceptance Insurance Company offers a full line of benefits including: Health Insurance, Dental, Vision, Paid Vacation, Disability Insurance and Employer Matching 401(k) Program.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants are considered for position and are evaluated without regard to mental or physical disability, race, religion, sexual orientation, color, gender, national origin, age, marital status, military or veteran status or any other protected local, state or federal status unrelated to the performance of the work involved.

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