Customer Service Advocate

About TZ Insurance

We develop end-to-end customer acquisition marketing programs for America’s largest insurance brands. TZ Insurance Solutions is a wholly-owned subsidiary of TRANZACT, the nation’s leading provider of customer acquisition solutions and an innovator in the technology-driven marketing arena. We leverage our deep understanding of internet marketing, technology, traditional direct marketing, call-center operations and the insurance industry to support and exceed our clients’ sales goals. Our services include internet marketing/lead generation, inbound and outbound calling, direct mail, case working support, technology solutions and more. We have state-of-the-art call centers with insurance agents licensed in all 50 states. Our agents are licensed for health and life insurance. Our agent call centers are located in Tampa, FL, Fort Myers, FL, Canton, OH and Charlotte, NC, with our Case Management center located in Dublin, OH and QA center in Beckley, WV.

How the Role Works:

The primary responsibility of the Customer Service Advocate is to obtain from the client, all information requested by an insurance company in order for the client to obtain their new insurance policy. This individual works on the Case Management Team and reports to a Supervisor (or other Case Management leadership). He or she must be comfortable identifying, adjusting, adapting to and/or correcting various complex scenarios. The Customer Service Advocate must maintain client confidentiality and possess a high level of integrity. In addition, this individual should provide exceptional customer service and take ownership of the client relationship by responding to client needs and focusing on optimal solutions.

The specific responsibilities of the Customer Service Advocate include:

·         Maintaining consistent contact with clients including providing them with general information

• Responding appropriately to questions/concerns about various items, including billing, policy, coverage, benefits/ premiums, etc.

·         Identifying and understanding customers' needs and responding to those needs

o   answering questions, researching and relieving client issues

o   ensuring all accounts are fully documented

·         Successfully managing incoming and outbound calls to and from customers

·         Understanding customer's unique situations and being able to provide them with thorough explanations

·         Uploading and reviewing client documents

·         Fulfilling any required training programs and licensing courses along with the state licensing requirements

·         Establishing regular communication with assigned customers by giving frequent updates, communicating progress, and requesting additional information when needed

What You Need for this Job

 ·          High school diploma, GED, or equivalent.

·         1 year of customer service experience

·         Ability to communicate clearly

o   Specifically when on the phone using a headset

·         Computer proficiency in a Windows setting

o   Including Microsoft Office, email, and internet access.

o   Understand and utilize company provided computer and telephony systems

·         Excellent communication skills to use throughout all levels of the organization

o   Comfortable and competent in both written and oral communications

·         Results-driven attitude

o   Focus on details, accuracy, and client resolution

·         Possess accurate record keeping, writing and grammar skills.

 What We'd Love to See

 ·         Call center, retail, or other customer-focused business experience

·         Analytical mind with a solution-based mentality

·         Positive, helpful attitude

o   Pleasant and friendly speaking tone

·          A team player mentality

o   Can be persuasive when necessary

Receptive to giving and receiving mentorship guidance