What are the responsibilities and job description for the Policy Service Associate (Call Center) position at Hallmark Financial Services Inc.?
Provide superior customer service handling inbound calls and live chats in a contact center environment. Assist policyholders and agents by providing timely, accurate, and responsive information for both auto and renters lines of business. Independently solve problems of varying scope and complexity. Identify, analyze, and own customer policy needs to ensure high customer satisfaction, growth, and retention of business.
Job Duties
- Effectively respond to requests from policyholders and agents regarding policy information, interpretation of policy billing and payments, and routine policy changes.
- Execute with accuracy - policy payments, policy endorsements, policy holder requested cancellations, reinstatements, and document requests.
- Employ sound judgement and comply with all internal procedures and practices when discussing policy-related issues.
- Perform limited underwriting review and processing on new and existing business.
- Independently solve problems of modest scope and complexity. Identify, analyze, and own customer policy needs to ensure high customer satisfaction, growth, and business retention.
- Uses established underwriting guidelines to assist with policy review
- Adhere to assigned schedule and be consistently reliable and dependable.
- Maintain and update policy records in internal systems.
- Ensure compliance with company policies and regulatory requirements.
- Other duties as assigned.
Education, Experience, Knowledge and Skills:
- High school diploma or equivalent.
- Minimum 1 year experience in a call center/customer service environment
- Experience in Personal Lines insurance is preferred
- Established ability to build rapport and respond to customers in a compassionate manner by identifying and exceeding their expectations, skillful listening, collecting relevant information and having flexibility to customize approach to meet all types of communication styles and personalities.
- Must be customer-oriented with the ability to consistently maintain a pleasant phone demeanor, demonstrate patience with callers who are difficult to understand or are having problems grasping concepts, as well as have the ability and desire to diffuse and assist irate/difficult callers.
- Exhibit strong interpersonal, written and verbal professional communication skills.
- Be self-motivated, detail-oriented, highly organized, efficient, and able to multitask.
- Must display ability to build trust, model positive behaviors and display empathy towards others.
- Strong analytical and critical thinking skills.
- Ability to sit for prolonged periods of time.
- Must be flexible to work 10:00 am – 7:00 pm shift
- Spanish language proficiency preferred.
- Basic/Intermediate Microsoft Office skills.