What are the responsibilities and job description for the Customer Service Representative position at USI Insurance Services and Careers?
General Description: Provide a high level of customer service and client retention. Demonstrate thorough knowledge of all programs, client base, and systems. Maintain a working knowledge of all operations in the department.
Responsibilities:
- Professionally handle all incoming and outbound client calls. Includes documenting, researching, completing forms, and following up as needed.
- Work with customers and carriers to resolve claims issues for assigned clients.
- Process all incoming work volume within the established goals and parameters.
- Review pending client issues to ensure completion and follow up on open items. Includes acknowledgement within 24 hours and follow-up/resolution within 3 business days.
- Contribute to the team’s customer service phone goals for Average Speed of Answer and Abandonment Rate.
- Consult with assigned clients on annual open enrollment renewal. Includes options and alternative carriers.
- Assist with accounting related tasks. Includes contacting clients with delinquent and non-payment accounts to obtain payment. Generate billing discrepancies reports and correct billing errors.
- Assist account executives and sales producers with client issues and sales support tasks.
- Support assigned team in new business case implementation and/or existing customer changes. Includes assistance as needed with set up of ancillary accounts.
- Complete outreach calls to new clients during their transition to USI, including:
- Proactively contact for renewal and retention of all assigned accounts.
- Follow-up with clients requesting cancellations.
- Provide monthly report of accounts, including cancellation reason.
- Demonstrate thorough knowledge of all assigned clients. Includes key contacts within a company or association, product lines, and processing procedures.
- Make scheduled courtesy calls to assigned accounts.
- Maintain strong relationships with carriers.
- Advise management of escalated system issues affecting retention and service levels.
Knowledge, Skills, and Abilities:
- 2 years of insurance experience.
- High school diploma or equivalent required.
- Must hold a current insurance license or willing to obtain.
- Comfortable with internet-based programs and Microsoft Office products.
- Detail oriented and prioritizes accuracy.
- Strong verbal, written, and interpersonal communication skills.
- Strong organizational, multi-tasking, and prioritizing skills.
- Ability to work in a team environment and across all organizational levels.
- Ability to be flexible and adaptable to changing priorities and deadlines.
- Ability to follow policies, procedures, and regulations.
USI is committed to providing a full-suite of competitive benefits for our growing population and its diverse needs. We offer a wide range of health, welfare and financial benefits including medical, wellness, dental and vision, 401(k), flexible spending and health savings accounts, short and long-term disability, life insurance and other unique employer-sponsored and voluntary programs. USI also offers a generous paid time off policy, paid family leave benefit as well as paid holiday time.