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CUSTOMER SERVICE ASSOCIATE I - 19-0148
Indianapolis, IndianaRole Summary: Under general supervision, performs a broad array of customer service activities and initiatives in support of the company's products and services. Act a single point of contact for service related concerns.
Primary responsibilities:
• Handles inbound phone calls in a call center environment.
• Processes customer inquiries and/or policy change requests, which includes application of premium.
• Interacts with brokers, policyholders and internal customers regarding inquiries, requests, concerns or to resolve discrepancies via telephone, email and/or written correspondence.
o Intermittently deals with escalated inquiries and/or unresolved situations.
o Intermittently consults and handles critical and/or complex customers.
o Educates customers about tools, products and/or services.
o Builds and manages key relationships.
• Conducts research and gathers facts concerning complex requests.
o Evaluates and recommends appropriate course of action/resolution and escalates options for decision and approval.
• Identifies process and quality improvement efforts, issue resolutions, and training needs.
• Processes requests accurately and timely.
• Serves as a Subject Matter Expert or resource.
• Participates in projects.
• Performs additional responsibilities as assigned.
Tasks to include, but not limited to the following:
• Processes:
o Adds & Changes
o Customer inquiries
o Lock box premium
o Summary bill premium
o Schedule A requests
o Lapse/Cancel Notices for non-payment
• Corrections – up to 24 months
o Billing
o Adds/changes
o New Business Set up
• Underwriting exceptions
• iBill training (exception only)
• Rush requests
o Any request concerning a pending claim
o Department of Insurance requests (DOI)
• In-depth contract questions
• Call Center Coverage as scheduled
• Building Contracts/Bills as scheduled
Job Requirements:
Education - GED/High school diploma. Previous customer service required. In addition, this individual must be detail oriented, excel in a fast-paced environment, excellent customer service skills displaying a courteous and professional manner at all times, exercise analytical and problem solving skills, meet deadlines, work independently, communicate effectively both verbally and in writing and work effectively with others. The incumbent must also demonstrate effective use and experience with the PC including MS computer software products and applicable Group or Claims software as well as the ability to operate standard office equipment.
Primary responsibilities:
• Handles inbound phone calls in a call center environment.
• Processes customer inquiries and/or policy change requests, which includes application of premium.
• Interacts with brokers, policyholders and internal customers regarding inquiries, requests, concerns or to resolve discrepancies via telephone, email and/or written correspondence.
o Intermittently deals with escalated inquiries and/or unresolved situations.
o Intermittently consults and handles critical and/or complex customers.
o Educates customers about tools, products and/or services.
o Builds and manages key relationships.
• Conducts research and gathers facts concerning complex requests.
o Evaluates and recommends appropriate course of action/resolution and escalates options for decision and approval.
• Identifies process and quality improvement efforts, issue resolutions, and training needs.
• Processes requests accurately and timely.
• Serves as a Subject Matter Expert or resource.
• Participates in projects.
• Performs additional responsibilities as assigned.
Tasks to include, but not limited to the following:
• Processes:
o Adds & Changes
o Customer inquiries
o Lock box premium
o Summary bill premium
o Schedule A requests
o Lapse/Cancel Notices for non-payment
• Corrections – up to 24 months
o Billing
o Adds/changes
o New Business Set up
• Underwriting exceptions
• iBill training (exception only)
• Rush requests
o Any request concerning a pending claim
o Department of Insurance requests (DOI)
• In-depth contract questions
• Call Center Coverage as scheduled
• Building Contracts/Bills as scheduled
Job Requirements:
Education - GED/High school diploma. Previous customer service required. In addition, this individual must be detail oriented, excel in a fast-paced environment, excellent customer service skills displaying a courteous and professional manner at all times, exercise analytical and problem solving skills, meet deadlines, work independently, communicate effectively both verbally and in writing and work effectively with others. The incumbent must also demonstrate effective use and experience with the PC including MS computer software products and applicable Group or Claims software as well as the ability to operate standard office equipment.