Customer Service S1

Primary Duties & Responsibilities

• Answer and return calls from policyholders and agents effectively and professionally.
• Address customer complaints and determine appropriate solutions.
• Processes daily requests from agents and policyholders with high accuracy.
• Ongoing training with products and processes within the customer service department.
• Aid in daily workflow and distribution of processing by scanning and indexing to Onbase in a timely manner.
• Accurately answer policy questions and solve problems via phone and email.
• Aid in the distribution and mailing of outgoing letters generated by the customer service team.
• Watch for trends, issues, or potential fraud and assist with agent practice investigations.
• Aid in complaint research, follow-up, and resolution.
• Complete assigned projects within the planned timeframe.

CORE KNOWLEDGE AND SKILLS

• Fluent in English and Spanish.
• A high level of integrity, confidentiality, flexibility, and support of management.
• Excellent analytical skills and attention to detail.
• Ability to handle and prioritize multiple tasks and meet deadlines.
• Ability to work well under pressure.
• A positive and helpful attitude.
• Team player and ability to work independently.
• Proficient in Word and Excel.

Qualifications

• High School Diploma or equivalent.
• 1-2 years’ customer service experience required.

Benefits

• Competitive compensation.
• Comprehensive health, dental, and vision insurance plans.
• Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan.
• Paid holidays and time off.
• Parental leave.
• Discounted Texas Rangers tickets.
• Continued education reimbursement eligibility and company-paid FLMI and ICA courses.
• Company-paid counseling for mental health, stress management, and work-life balance.
• Subsidized all-in-one subscriptions for fitness, mindfulness, nutrition, and sleep goals.

Schedule

• Full-time and/or part-time based on position specifications.

Pay

• Competitive compensation designed to reflect expertise and contribution.

Location

Broadview Heights, Ohio

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