Client Services Support Specialist - Inbound Calls

About the role

Want to work for a company with unparalleled financial strength and stability that offers “large company” benefits with an exciting, friendly, and “small company” atmosphere? Our companies, as members of the Berkshire Hathaway group of Insurance Companies, provides opportunities for professionals interested in just that. The Client Services Specialist provides excellent customer service to agents, insureds, claimants, and others contacting the Berkshire Hathaway Homestate Companies or the National Indemnity group of insurance companies. This role supports customer service, underwriting submission processing, customer information maintenance, and loss run request handling to ensure efficient service, accurate recordkeeping, and timely support for internal and external customers. This position will be with National Indemnity Company in Omaha, NE and is eligible for Hybrid work after a period of in-office training. This position is NOT eligible for employer visa sponsorship.

Responsibilities

• Provide excellent customer service to agents, insureds, claimants, and others contacting the organization by phone and email.
• Respond to and resolve routine questions and service requests while identifying when inquiries should be escalated.
• Research customer needs and route calls and emails to the appropriate department or individual.
• Provide contact information for agents, affiliated companies, and other appropriate business contacts.
• Support Underwriting departments by processing submission-related activities, including indexing, preparing resource documents, and assigning priorities according to standardized procedures.
• Provide submission status updates to agents via phone and email.
• Assist agents with second- and third-level submission inquiries by identifying available underwriting resources when appropriate.
• Update and maintain customer address and contact information across multiple systems at the direction of Underwriting and Client Services teams.
• Process loss run requests received from agents and insureds in accordance with established procedures.
• Explain the loss run request process to agents and insureds and direct complex inquiries to the appropriate department.
• Support various business units by handling workflow transactions, misdirected or returned emails, correspondence, and other administrative processing activities.
• Ensure accuracy, confidentiality, and compliance while maintaining high levels of customer satisfaction.

Requirements

• High school diploma or GED and two years of college or equivalent work experience required.
• One or more years of work experience.
• Basic math proficiency.
• Personal computer proficiency and experience with Microsoft Office applications, including Excel and Word.
• Strong customer service experience.

Qualifications

• Basic insurance terms and coverages.
• Typing speed of 35 WPM with accuracy.
• Knowledge of commercial automobile and property rating, policy coverages, and endorsements.
• Understanding of company guidelines regarding acceptability and profitability of applications, accounts, and policies.
• Familiarity with company, agency, and department practices and procedures.

Skills