Must Haves:

* 1 year experience in customer service

* Knowledge of Microsoft product suite

* Strong customer handling, conflict resolution, and problem solving skills; focus on quality of customer experience

Pluses:

* Bilingual (Spanish)

Key Responsibilities:

* Services a high volume of incoming calls and emails from policyholders, agents, and internal customers

* Exercises initiative and judgment while researching and responding to customer inquiries

* Proactively provides solutions and options to customer needs

* Applies knowledge of the billing system and other applicable systems

* Processes electronic premium payments from customers

* Handles a variety of billing related transactions including billing revisions, reinstatements, payment plan, billing method, and due day changes

* Acquires, maintains and applies basic understanding of Personal Lines and Commercial Lines insurance

* Works within many supporting systems to fully service incoming requests

* Handles a variety of policy related transactions and other customer service related tasks

* Soft-sells various electronic options to customer

* Trains others as needed

* Creates and maintains strong relationships with agents, policyholders and other internal stakeholders

* Demonstrates strong interpersonal skills with a collaborative style

* Communicates effectively and professionally using proper grammar both orally and in writing

* Prioritizes multiple tasks to meet required deadlines and work independently

* Assists with testing initiatives