P&C Service Representative (Admin. Assistant)

About the role

Founders Federal Credit Union helps our members attain their financial goals. Our innovative services, convenient locations, and friendly employees are dedicated to our members and their financial future. We realize our outstanding, dedicated employees make it all happen.

Responsibilities

• Handle all incoming calls regarding a variety of requests using knowledge of insurance products and services as well as excellent member service skills.
• Assist membership via telephone and/or mail by providing service and information in a pleasant, professional, and efficient manner on all services.
• Keep abreast of new or changes in products, procedures, technology, etc. by participating in educational opportunities as they arise.
• Effectively and professionally communicate with members, non-members, and employees verbally and in writing via mail or email.
• Identify/authenticate each member and be courteous and pleasant at all times.
• Meet quality assurance requirements and other key performance metrics.
• Have a working knowledge of the phone application and transfer calls to appropriate staff when needed.
• Respond to inquiries, resolve problems, and fulfill member requests by researching and exploring solutions and completing transactions in a timely and professional manner.
• If unable to assist members with relevant information in a timely manner, request assistance from team leader as needed.
• Identify cross-sell opportunities and refer to the appropriate insurance agent.
• Perform routine account maintenance activities including accepting payments, address changes, and adding or removing autos.
• Have a working knowledge of all insurance products and services offered by Founders Insurance Services to assist members with their questions and concerns.
• Recognize, document and alert the supervisor of trends in member calls.
• Comply with Founders’ policies and procedures, as well applicable laws, regulations, and statutes issued by federal agencies such as NCUA and FFIEC, including, but not limited to, GLB and BSA.
• Respect and protect the privacy of information and its integrity and confidentiality.

Requirements

• A high school diploma is required.
• Previous customer service experience is preferred.
• Must be able to gain a good understanding of Insurance Services products and services.
• Excellent problem-solving, listening, communication, and member service skills to serve the membership via telephone.
• Strong work ethic with the ability to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
• Basic computer literacy is required specifically in Microsoft Office products and SharePoint, and should be able to learn and navigate new applications quickly.

Benefits

• Paid Holidays
• Paid Time Off
• Family-oriented culture that values work/life balance
• Retirement Plan (401k with employer contributions + Pension Plan fully funded by FFCU)
• Comprehensive Health and Dental Insurance
• Life and Accidental Death & Dismemberment Insurance (at no cost to employee)
• Voluntary Supplemental Life Insurance coverage for employee, spouse, and children
• Health Care and Dependent Care Flexible spending accounts
• Long Term Care Plan
• Short-Term and Long-Term Disability Insurance
• Tuition reimbursement to assist with furthering education
• Certifications - Assistance with achieving and maintaining Fit Founders Wellness Program