Account Servicing Specialist:

Come be a vital member of our agency team! You will engage with our customers by phone and email providing the best in class service relating to the current status of accounts, payments, and other concerns. You will be collaborating with the operations and sales teams in our fun, casual work environment. This is an in person, Monday through Friday, 40 hours per week position.

What You'll Be Doing:

• Interacting with customers to answer questions, provide assistance, and process requests by phone and email
• Answer incoming customer calls regarding billing issues, service questions and general concerns
• Servicing accounts by investigating problems and finding resolutions to help overcome objections that customers may have about making payments and working towards solutions that best fit the customer needs, creating a positive customer experience
• Maintain superior quality assurance results
• Assisting with auditing of policy information and renewal of policies each month
• Policy Processing
• Data Entry
• Review new and renewal policies - maintain and update policy records
• Work with Customer Service Representatives and Producers to ensure accurate coverages for our clients
• Perform quality control checks
• Transcribe and interpret policy information
• Track and Manage Documents and Data
• Supports the Underwriting for follow up, outstanding file documentation and other general underwriting tasks.
• Responds to and conducts regular follow-ups with agents/underwriters/accounting/premium finance companies for additional underwriting and billing information, applications, and various payment resolutions.
• Other projects or duties may be assigned.

Job Responsibilities:

• Enters and retrieves information of varying complexity using computer systems and applications to update records, obtain information for others and respond independently to most questions and problems.
• Uses intermediate skills and business knowledge to answer questions related to billing and insurance forms/documents, correspondence and process other insurance transactions to provide customer service and support.
• Performs other related support duties as requested, such as answering phones, processing mail, assisting customers.
• Upholds our customer care standards by achieving individual goals such as work quality, phone and email handle time, adherence, and reliability.

Qualifications:

• High school diploma
• Minimum of 1-2 years of relevant customer service or administrative experience preferred.
• Prior Call Center or phone experience preferred.
• Proficiency with computers is mandatory.
• Excellent oral, written, and interpersonal communication skills, and the capacity to multi-task in a fast pace structured teamwork environment is required.
• Intermediate level of skill required to open, create, and modify various documents using the Microsoft Office suite (e.g., documents, spreadsheets, e-mail, etc.) and enter/retrieve information using various applications/systems.
• Ability to effectively exchange routine and non-routine information verbally and in writing and apply knowledge of the department's policies and procedures.