Customer Service Representative - MSI

Principal Responsibilities

• 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 clients.
• Solves product or service problems by clarifying the customer's complaint and recommending the best solution to solve the problem.
• Affords 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 recommendations for changes.
• Opens, cancels, and updates client policy information based on requests received.
• Provides system and procedure training to new colleagues and acts as subject-matter expert for colleagues.
• Continuously evaluates current processes for improvement and/or efficiency.
• Handles complex client escalations for colleagues ensuring client satisfaction and assists in managing the day-to-day operations.

Requirements

• Minimum of 2 years of Customer Service experience and/or 1 year of Call Center experience
• Must have Personal Lines Insurance License
• The ability to learn appropriate firm software systems
• The ability to learn insurance products and grow in product knowledge
• The ability to apply knowledge and experience to explain products and/or policy to members in clear and relatable terms
• Capable of multi-tasking and prioritizing workloads while adhering to deadlines
• The ability to interact and communicate effectively in a team environment to share knowledge and manage workflows
• Demonstrates the firm’s behavioral tenets, exuding behavior that is aligned with the corporate culture