Customer Service Associate

Taking care of our customers, our communities and each other. That's the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 170 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.

About the Role

As the first contact for customers, agents, brokers, and/or internal business partners, the Operations Customer Service team at Travelers plays a key role in providing a positive experience. In this role, you will handle a high volume of customer inquiries, primarily via inbound calls, in an accurate and efficient manner while demonstrating empathy and resolving their needs. As you expand your communication, technical, and business knowledge, you will have the opportunity to grow your career at Travelers.

Responsibilities

• Successfully complete applicable new hire training.
• Handle inbound inquiries from external customers and/or internal business partners via calls, emails, chats, and/or other methods, taking the appropriate action as needed.
• Increase the variety of interactions you can assist with, including questions regarding quotes, policies, coverages, billing, audits, or application access/support.
• Build and maintain customer satisfaction and trust by actively listening to inquiries and effectively applying learned product, systems, and business area knowledge.
• Navigate multiple systems and platforms simultaneously while interacting with the customer.
• Adapt and modify communication style to provide a positive, consistent, empathetic, and thorough customer experience.
• Ensure accurate and comprehensive documentation of information, following defined guidelines and procedures.
• Support departmental projects and initiatives and take on other developmental opportunities.
• Perform other duties as assigned.

Requirements

• High school diploma or GED.
• Prior customer service experience.
• Strong verbal and written communication skills with the ability to clearly convey information to various audiences while showing empathy.
• Proficiency utilizing technology, including the ability to navigate across multiple systems simultaneously.
• Ability to analyze information and think critically to make informed decisions.
• Organizational and time management skills with the ability to handle shifting priorities in a high-volume, fast-paced environment.
• Flexibility and resiliency to navigate change.
• Desire to continuously acquire new skills and knowledge.

Pay

The annual base salary range for this position is $37,400.00 - $61,600.00. The actual salary will be determined by factors such as scope, complexity, location, skills, education, training, credentials, and experience. Employees are also eligible for performance-based cash incentive awards.

Benefits

• Health Insurance: Coverage for employees and their eligible family members—including spouses, domestic partners, and children—from the first day of employment.
• Retirement: Travelers matches your 401(k) contributions dollar-for-dollar up to your first 5% of eligible pay. If you have student loan debt, you can enroll in the Paying it Forward Savings Program, where Travelers makes an annual contribution to your 401(k) when you make student loan payments. You are also eligible for a Pension Plan that is 100% funded by Travelers.
• Paid Time Off: Minimum of 20 days Paid Time Off annually, plus nine paid company holidays.
• Wellness Program: Tools, discounts, and resources to support wellness goals and caregiving needs, including access to free professional counseling services and health coaching.
• Volunteer Encouragement: Matching Gift and Volunteer Rewards program to support charitable contributions and community involvement.

Travelers is an equal opportunity employer.