Job description
Overview:
- Under direct supervision, learns to process all types of incoming insurance mail, i.e., processing discount forms, driver change requests, cancellations, etc.; assists with the day-to-day servicing of the property/casualty lines by completing pre-insurance inspection forms and sending form letters to insureds generated by CSRII and Lead CSRs.
- It is expected that this position act as a Trainee position, working towards being fully functional in the Insurance Customer Service role.
- Under direct supervision, learns all aspects of the Insurance Customer Service function; responsible for developing strong computer skills utilizing Insurance software and the Microsoft Office platform; develops technical knowledge of insurance industry and complete familiarization with Insurance Agency's policies and procedures; adapts a Five Diamond Service attitude, focusing on building strong customer relationships.
- Processes returned mail received from insureds and insurance companies; strives to obtain working knowledge of impacts of errors; corrects errors on returned mail in a timely and effective manner.
- Processes discounts that are received through email or mail; uses judgment to apply effective date of discount and ensures that proper documentation is received.
- Answers incoming phone calls to process address change requests, claim related calls and payments; learns how to counsel clients as to procedural matters affecting claims; may handle incoming calls from upset insureds and may advise clients of options available to them in pursuing a claim; attempts to cross sell other lines of insurance and other AAA products and services; elevates complex questions to the next level of customer service authority.
- May assist CSR II and Lead CSR in research of premium differences to identify origin of difference; obtains information from master file, selling agent and/or insurance company to resolve discrepancies; develops an understanding of the theory of rating; contacts insureds to explain premium difference; adheres to AAA's Five Diamond Advanced Plus service standards in handling customer inquiries.
- Performs other job-related duties as assigned.
Education/Licenses/Certifications:
High school diploma or GED required.
Attainment of P&C License required within two years of job entry.
Experience:
A minimum of one year experience required, preferably in a customer service environment.
Skills:
Encourage, build, and maintain mutual trust, respect, and cooperation with others.
Ability to listen to, understand, and communicate with others by telephone, in written form, electronically, or in person.
Ability to apply sound judgement to produce appropriate outcomes to a variety of situations. Including high volume and challenging situations.
Ability to add, subtract, multiply, or divide quickly and accurately.
Ability to operate a computer with relevant software applications.
Ability to maintain confidentiality.
Ability to act safely.
Ability to prioritize, organize, and accomplish work to achieve specific goals.
High school diploma or GED required.
Attainment of P&C License required within two years of job entry.
Experience:
A minimum of one year experience required, preferably in a customer service environment.
Skills:
Encourage, build, and maintain mutual trust, respect, and cooperation with others.
Ability to listen to, understand, and communicate with others by telephone, in written form, electronically, or in person.
Ability to apply sound judgement to produce appropriate outcomes to a variety of situations. Including high volume and challenging situations.
Ability to add, subtract, multiply, or divide quickly and accurately.
Ability to operate a computer with relevant software applications.
Ability to maintain confidentiality.
Ability to act safely.
Ability to prioritize, organize, and accomplish work to achieve specific goals.
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