Commercial Customer Contact Center Representative

Overview

The Representative is the primary NJM customer contact via the phone or other means of communication for commercial lines business. The representative provides timely customer service via incoming telephone calls in an automated call delivery environment. They assist with responding to inquiries from direct written policyholders, agents, regulatory agencies, and internal sources. They assume ownership and timeliness in handling customer inquiries and policy change requests in an efficient, accurate, and professional manner.

Responsibilities

• Responds promptly and accurately to inquiries from policyholders, brokers, regulatory agencies, and internal through all available means of contact. Communicates with customers to review coverages, obtain and review pertinent information essential to underwriting commercial lines risks
• The representative may handle coverage verifications, requests for identification cards, certificates of insurance, and reinstatement requests based on Level of Authority. The representative may also prepare special letters to address underwriting concerns and enter data for mid-term changes and renewals
• Works directly with our sales department to provide customer assistance with inquiries related to exposure pricing and coverage verification
• Sets up appropriate PolicyCenter activities for required future action
• Exercises independent judgment in reviewing exposures to ensure they fall within the established level of authority guidelines
• Demonstrate the ability to analyze information to make appropriate decisions and solve problems
• Learn basics for Property and Casualty insurance principals and company products
• Navigate multiple systems and applications to research, analyze and resolve customer inquiries
• Maintain established levels of productivity and quality standards within a fast-paced environment
• Process assigned work and handle call volumes within the established timeframe
• Works well with both internal/external business partners to provide quality products and services for our customers
• Assists with training internal staff as needed
• Provides back-up to operations staff on an as-needed basis
• Works on special projects and assignments and completed other duties as assigned

Requirements

• Strong customer service skills including oral and written communication
• Experience in a call center or customer service environment a plus
• Knowledge of customer service principles and practices
• Strong communication, interpersonal and writing skills
• Ability to work independently and in a team to complete assignments in a timely manner
• Strong organizational skills, ability to handle multiple priorities; must be detail oriented
• Demonstrated commitment to team and departmental goals
• Ability to make informed decisions, achieving the appropriate results
• Strong decision making capabilities
• Excellent data entry skills are required
• Proficiency in using computers, Microsoft Office Suite and automated insurance processing system
• Bachelor’s Degree preferred
• Minimum of 2 years working experience in Commercial Property and Casualty insurance
• Insurance Producer License with Property & Casualty authority, or achieved in first 6 months