What are the responsibilities and job description for the Customer Service Representative II position at Concord Group Insurance?
As a Customer Service Representative, you will provide exceptional service to our agency partners and policyholders by developing, and maintaining, deep knowledge of our products, systems and services in order to effectively respond to their daily inquiries and communications. This critical resource serves as a mentor to junior team members, and maintains broad visibility across the company in order to develop and deliver top-quality service standards. Success in this role provides extensive career path opportunity throughout the organization.
Responsibilities
- Act as a mentor and training partner to junior team members
- Responsible for servicing agents and policyholders with information relating to policies including bills, payments, coverage information, etc.
- Handle an average of 35-45 inbound phone calls per day, and be responsible for end-to-end call resolution
- Respond to agency partners and policyholders through chats, emails, and telephone calls
- Follow-up on complex accounting payment issues with agents and policyholders
- Educate agents and policyholders to manage their accounts on our customer website
- Review policy documentation to ensure accurate delivery of information
- Complete policy premium audits
- Communicate with agents and customers regarding complex billing issues
- Process policyholder and agency correspondence
- High school diploma or equivalent required, undergraduate college degree strongly preferred
- 2 years of property and casualty insurance experience or equivalent combination of education and work experience is preferred.
- Ability to build rapport with agents, policyholders and team members
- Excellent communication, interpersonal, and problem-solving skills
- Must be dependable, reliable, and possess an energetic and positive attitude
- Proficiency in Microsoft Office suite of products, including Word and Excel
Concord Group employees are eligible for a comprehensive total compensation package including but not limited to medical, vison, dental, life, and disability insurance. We offer a generous Paid Time Off Program that includes vacation, personal, sick time and holiday pay. Invest in your future with our competitive 401(k) plan with company match!
About Us
As a leading regional provider of property and casualty insurance, The Concord Group helps protect the families and small businesses that enable our communities to thrive. Our positive work environment, competitive benefits, and rapid growth make The Concord Group a great place to build your career.
The Concord Group is an Equal Opportunity Employer. The Concord Group participates in E-Verify.
