Insurance Customer Service Representative
The representative answers customer's calls or correspondence regarding the insurance company's products. The questions may involve new policies and cost or existing customer policies. The role of the customer service representative is to see that the customer's problems are resolved satisfactorily.
A service representative has the ability to review the customer's policy to answer questions regarding coverage and claims. The customer service representative may not be a licensed agent, but can provide information regarding policies that may help sell a policy to a customer. The call is directed to a sales agent to complete the transaction.
Questions that cannot be answered by the customer service representative are directed to agents, claims specialists and investigators who can provide answers. Insurance customer service representatives may handle policy changes and renewals.
Under general supervision:
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Compare disputed merchandise with original requisitions and information from invoices, and prepare invoices for returned goods.
- Complete contract forms, prepare change of address records, and issue service discontinuance orders, using computers.
- Confer with customers by telephone or in person in order to provide information about products and services, to take orders or cancel accounts, or to obtain details of complaints.
- Contact customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
- Determine charges for services requested, collect deposits or payments, and/or arrange for billing.
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
- Obtain and examine all relevant information in order to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.
- Recommend improvements in products, packaging, shipping, service, or billing methods and procedures in order to prevent future problems.
- Refer unresolved customer grievances to designated departments for further investigation.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
- Review claims adjustments with dealers, examining parts claimed to be defective and approving or disapproving dealers' claims.
- Review insurance policy terms in order to determine whether a particular loss is covered by insurance.
- Solicit sale of new or additional services or products.
- Proactively establish and maintain effective working team relationships with all support departments.
- Adheres to all company policies, procedures and business ethics codes
- Performs other related duties as assigned.
- Assists in the accomplishment of Colt company goals
- Helps other employees to accomplish Colt company goals
- Performs other duties as may be assigned by department supervisor
- Working Hours: as determined by the Insurance Practice Leader
- Associates Degree
- Bachelors Degree a plus
- 1-3 years property and casualty insurance experience
- AMS 360 experience required
- Licensed Property and Casualty Broker
|Knowledge, Skills, and Attributes
- Strong customer service and relationship building skills
- Self motivated and has the ability to take on challenges and be responsive to change
- Ability to partner with other departments and interact effectively with employees at all levels of the organization
- Proficient in Microsoft Excel, Word, PowerPoint and Outlook
- Ability to work under pressure and deadlines
- Communicates effectively, both orally and in writing, in a diverse range of audiences and settings
- works independently with little or no supervision
- ability to act in situations with confidence, assertiveness, tact, and diplomacy
- ability to deal resolutely with sensitive issues; methods and techniques used in persuasion and negotiation of conflicts and problems
Performs light office related work
|FLSA and Compensation
This position is eligible for the following, subject to the companies then current policies and procedures:
- Annual base salary
- Employee benefits as determined by the company from time to time
HIPAA Level identifies if the position is authorized to access, use or disclose protected health information.
Level 1 — Authorized to use and disclose protected health information for specific purposes, and exchange basic eligibility and enrollment information in accordance with applicable laws.