Senior Customer Care Representative

Our client is a leading U.S. insurance company focused on helping people and businesses protect what matters most to them. This is a 2-month remote contract position.

Responsibilities

• Receives and responds to inquiries related to insurance matters.
• Interacts with customers, agents, and others to resolve complex issues regarding policy provisions and conditions.
• Evaluates and interprets policy information within prescribed authority limits.
• Determines appropriate underwriting actions.
• Accesses account information and communicates while working in multiple systems.
• Uses account information, advanced product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations.
• Makes decisions about ambiguous situations.
• Documents customer interactions and outcomes thoroughly in the system.
• Escalates unresolved issues requiring expert support for further resolution.
• Supports peer learning by providing on-the-job training for less experienced team members.
• May serve as a mentor to provide feedback for peer growth.
• Champions change initiatives and encourages acceptance among the team.
• Builds knowledge and acumen through self-directed learning.
• Stays informed about underwriting and policy guidelines and other updates, including compliance and legal requirements.
• Contributes content to department knowledge resources to keep them current.
• Understands how role and actions connect to department strategy.
• Performs other duties as assigned.
• Actively listens to customer concerns to identify trends or patterns.
• Recognizes opportunities for process improvement and makes recommendations to leadership.
• Devises customer-centric solutions for complex insurance issues.
• Partners with various departments including Policy Support, Claims, and Underwriting to respond to customer inquiries.
• May work with external vendors to further address customer needs.
• Adheres to assigned, tightly regulated schedule and follows procedures for requesting time off.

Requirements

• High School Diploma or equivalent.
• 2 years of experience in insurance or related field.
• Experience providing advanced customer support within a high-volume, complex environment.
• Demonstrated customer service skills.
• Strong verbal communication and listening skills.
• Demonstrated written communication skills.
• Demonstrated analytical skills.
• Demonstrated problem-solving skills.
• Excellent judgment and decision-making skills.
• Effective conflict management skills.
• Able to apply strong de-escalation techniques to tense interpersonal interactions.
• Able to maintain composure under pressure.
• Excellent organizational skills.
• Highly thorough and dependable.
• Ability to simultaneously handle multiple priorities.
• Excellent collaboration and team building skills.
• Strong technical aptitude.
• Intermediate computer skills with ability to navigate multiple systems simultaneously.
• Able to troubleshoot basic issues with equipment such as headset, internet, and connectivity.

Contract Duration: 2 months