Insurance Customer Service Agent (P&C Licensed)

About the role

MCI is seeking licensed insurance customer service agents to support inbound customer service, help desk, and back-office processing representatives. This role involves interacting with customers across the country to resolve issues, sell products, and ensure high-quality customer service.

Responsibilities

• Serves as a customer service contact for inbound customer interactions
• Utilizes proper procedures and documented knowledge articles to achieve first contact resolution and aids in policyholder retention
• Documents ancillary business and/or customer interaction information
• Leverages opportunities to expand customer interactions to learn about their current and future needs
• Demonstrates a commitment to customer service, adding new customers while maintaining service levels and looking for multi-lining opportunities with existing accounts
• Leverages sales, marketing, and influence skills to assist with acquisition and retention of policyholders
• Escalates problems or inquiries as needed
• Uses multiple applications to gather necessary information and notify business partners regarding messages, inquiries, and claim reporting
• Leverages knowledge base and training to accurately answer customer questions and sell appropriate products and services
• Utilizes systems and technology to complete account management tasks
• Complies with requirements surrounding confidential information and personal information
• Attends meetings and training and reviews all new training material to stay updated on changes to program knowledge, systems, and processes
• Adheres to all attendance and work schedule requirements

Qualifications

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (20+ words a minute)
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of Windows operating system
• Highly reliable with the ability to maintain regular attendance and punctuality
• The ability to evaluate, troubleshoot, and follow-up on customer issues
• An aptitude for conflict resolution, problem-solving, and negotiation
• Customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and the ability to build relationships with your team and customers

Preferred

• One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
• State or Federal work experience