Job description
Job Description Summary
Provide timely, accurate and responsive information to our insureds in a team centric environment. Empowered to solve concerns with existing policyholders and able to identify insureds needs to ensure high customer satisfaction and retention of business.
Provide timely, accurate and responsive information to our insureds in a team centric environment. Empowered to solve concerns with existing policyholders and able to identify insureds needs to ensure high customer satisfaction and retention of business.
PRIMARY RESPONSIBILITIES:
- Provide timely, accurate customer service by answering inbound calls, researching inquiries and responding to coverage, billing and policy related questions.
- Rewrite or generate new policies by recommending available coverages and products to meet client’s insurance needs.
- Continued professional growth by completing various corporate product training courses throughout tenure with Westwood.
- Build customer service knowledge by taking personal initiative for learning additional processes and client-specific procedures to support customers in secondary areas and provide comprehensive, well-informed responses to inquiries.
- Gain knowledge of department processes and procedures
EDUCATION AND EXPERIENCE REQUIREMENTS:
-
2 Years of Relevant Experience
- Customer service/operations experience
- Call center experience
- Insurance industry experience
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
-
Licenses/Certifications Property & Casualty Insurance LicenseSkills
- Apply problem solving skills.
- Understand customer needs and goals and actively look for ways to meet them.
- Communicate information in a clear, well-organized, and professional manner.
- Encourage and build mutual trust, respect, and cooperation among team members
- Follow established guidelines to focus on details and complete tasks attentively and thoroughly
- Retain customer accounts via re-write of existing policies.
- Demonstrate empathy and sensitivity.
- Professional and positive demeanor
- Adapt and be flexible in a complex changing environment
- Ability to simultaneously handle multiple accounts.
- Principles and processes for providing customer service, including customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction
- Basic working knowledge of relevant systems and tools utilized in area of responsibility, including carrier management systems.
#LI-Hybrid
#LI-TH1
PRIMARY RESPONSIBILITIES & PERCENTAGE OF TIME PER PRIMARY RESPONSIBILITY:
- Maintains a concern for timeliness and completeness when interacting with clients, brokers or insurance company partners to create a positive experience.
- Documents all activity in on-line client file to ensure quality and responsiveness.
- Personally, provides prompt, efficient, high-quality service to all client.
- Resolves product or service problems by clarifying the customer's complaint and recommending the best solution to solve the problem.
- Attracts potential customers by answering product and service questions. Makes suggestions about other products and services based on client needs.
- Maintains a quality result by following established procedures and making recommendation for changes.
- Open, cancels and updates client policy information based on requests received
MANAGEMENT AND SUPERVISORY SCOPE:
- Insert
FINANCIAL AND BUDGET ACCOUNTABILITY:
- Yes/No
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