Policy Services Representative I/II

Description

Our Policy Services Representatives primary focus is communicating with insureds, agents, or producers and/or other insureds’ representatives, via telephone, live chat, and email, on a wide variety of new and renewal business inquiries, policy servicing matters, and/or first notice of loss (FNOL) and/or claims status requests. The Policy Services Representative Team also provides administrative and technical assistance in the ongoing maintenance of policies and assists in ensuring the proper set-up, maintenance, and upkeep of accurate, complete, current, and regulatory-compliant claims files, as directed.

Communicates with Cabrillo Coastal insureds and their agents, producers, or other representatives:

• establishes and maintains positive, service- oriented and collaborative working relationships with insureds, agents, producers and/or other insured representatives or external business contacts;
• positively represents Company in telephone, live chat, and/or email interactions and provides exceptional care, support, and service, per specified Company guidelines, Company quality and time standards and Governmental regulations;
• serves as a positive, Analyst, and knowledgeable Company in these interactions;
• appropriately and correctly applies related knowledge, experience, and expertise to respond to a variety of product, policy service, underwriting requirements, claims status, FNOL and/or other related inquiries and issues.

Depending on respective levels of authority, may perform a variety of pre-underwriting and/or endorsement tasks, including but not limited to:

• obtains and maintains insured information;
• accurately processes assigned endorsements;
• prepares and assists in processing new business submissions;
• completes underwriting referrals within designated time frames;
• processes standard cancellations as authorized;
• performs designated pre-underwriting duties in the preparation of files for Underwriter review and prepares and distributes pre-underwritten files to appropriate Underwriters.

Efficiently and effectively utilizes Company’s information systems, software programs and approved applications in carrying out all designated responsibilities outlined above and below.

May perform generalized technical and administrative support, including but not limited to:

• maintains specialized policy services files and records, including spreadsheets and electronic folders;
• sorts and indexes and/or monitors sorting and indexing of policy services and/or claims emails; and/or
• researches and updates returned mail.

Depending on progressive series level, spearheads, participates in and/or assists with “special” Company projects, as directed.

Requirements

Qualities and Aptitudes: Accountability; Adaptability; Coachable; Collaborator; Dependable; Detail Oriented; Flexibility; Integrity; Multi-Tasker; Positive “Can Do” Attitude; Quality-Oriented; Self-Starter; Service-Oriented; Strong Work Ethic; Team Player.

Skill Sets: Ability to Effectively Read People and Situations; Active Listening; Asking Productive Questions/Ability to Apply Learned Information to Related or Similar Situations; Diffusing and Appropriately Managing Escalated Customer Conversations/ Communications/ Situations; Effective Decision-Making; Information Review and Analyses; Interpersonal Communication; Keyboard entry speed of 45 WPM or more; Organization; Problem Analyses/Solving; Productivity; Time Management / Working Under Tight Deadlines / Thrives in a Fast-Paced Work Environment; Verbal and Written Communication.

Knowledge Base: Business Writing, Grammar, and Punctuation Rules ; Laptop Computer Operations, Standard Business Software and Web-Based Engine Operations (e.g., Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft Teams, and Google Chrome); Telephone and Email Business Etiquette Rules; Customer Service & Customer Experience Principles, Practices, Processes, and Terminology; Business Writing, Grammar, and Punctuation Rules.