Service Center Specialist II

Job Type

Full-time

Description

Who are we?

Western National Insurance Group is a private mutual insurance company with over 120 years of experience serving customers' property-and-casualty insurance needs in the Midwestern, Northwestern, and Southwestern United States. Known as “The Relationship Company®,” we define success as a measure of the relationships we’ve built over time. In everything that we do, we know that delivering a friendly and helpful interaction makes for a better experience for everyone involved. That’s the power of “nice”. At Western National, nice is something we work to bring to every person and organization with whom we partner and serve.

Does this opportunity interest you?

Umialik Insurance Company, a member of Western National Insurance Group, is seeking a Service Center Specialist to join our team! Umialik Insurance Company, a member of Western National Insurance Group, reserves the right to fill this position at a level above or below the level included in this posting.

The individual in this role will have the opportunity to provide prompt, professional, and courteous customer service through multiple communication channels, especially to policyholders of agencies using our Service Center model, while reinforcing our commitment as “The Relationship Company”.

What are the responsibilities and opportunities of this role?

• Responds and answers agent and customer inquiries while providing a positive and memorable customer experience as well as “one-and-done” service whenever possible.
• Serves as a primary responder on policyholder inquiries for Service-Center-partnered agencies.
• Maintains accurate records of inquiries and actions.
• Responds effectively and accurately to agent and customer inquiries via live chat technology (when implemented).
• Seeks relevant information and answers to key questions from defined sources.
• Seeks input or direction on nonroutine issues and tasks.
• Handles calls independently (except where they require escalation).
• Recognizes and documents call / interaction trends, providing feedback to the manager.
• Deals with moderate-to-complex problems that must be broken down into manageable pieces.
• Gathers input and makes recommendations to solve new problems.
• Chooses from established alternative approaches to find a solution.
• Consistently act according to our customer experience standards, including responding quickly, maintaining a positive attitude, building rapport, demonstrating empathy, managing the customer’s expectations, using the proper communication channel for the situation, and taking ownership to ensure the customer’s issue is resolved.
  
  
  

Requirements

What are the must-have qualifications for a candidate?

• Passion for customer service excellence and strong relationship-building and interpersonal skills.
• Licensed as an insurance agent in state of residence.
• Intermediate knowledge and understanding of personal lines coverage and policies.
• Intermediate knowledge and understanding of billing.
• Demonstrated ability to learn and work concurrently across multiple systems.
• Proven ability to understand the customer’s perspective and empathize.
• Proactive approach to problem-solving with ability to work independently.
• Proven ability to prioritize and organize.
• High school diploma or equivalent or relevant experience in lieu of education.
• Proficient use of various core systems, office and computer equipment, and software packages.
  
  
  

What will our ideal candidate have?

• Previous property-and-casualty insurance industry experience.
• Knowledge of personal lines and / or commercial lines coverage and policies.
  
  
  

Compensation Overview

The full hiring range for this role is $26.78 – $32.13, hourly. However, the base pay offered may vary depending on the job-related knowledge, skills, credentials, and experience of each candidate as well as other factors such as the scope and location of the role. Candidates looking for compensation outside of the posted range are encouraged to apply and will be considered based on their individual qualifications and / or may be considered for other positions.

Culture and Total Rewards

Western National has long been known as “The Relationship Company®” and caring for our employees is part of that relationship commitment. We value connectiveness, empowerment, and accountability, and we believe that our employees are our biggest asset.

Currently ranked as the 41st largest private company by revenue in Minnesota (Minneapolis/St. Paul Business Journal), Western National has earned accolades year-over-year as an employer of choice and garnered multiple awards for wellness in the workplace. Western National has also been named a Top Workplace by the Star Tribune for the past four consecutive years. In addition, the Group is consistently recognized as a Ward’s 50 property-and-casualty insurance company for its outstanding financial results.

Western National offers full-time employees a significant Total Rewards Package, including:

• Medical insurance plan options and other standard employee benefits, including dental insurance, vision benefits, life insurance, disability insurance, and more!
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
• 401(k) Plan (participants are eligible for 100% matching on the first 6% of their contributions)
• Wellbeing Program, including onsite fitness studio
• Paid Time Off – including holiday, vacation, and volunteer
• 100% company-paid tuition reimbursement for approved job-relevant coursework and access to The Institutes (Risk and insurance education)
• Paid parental leave
• Bonus opportunities
  
  
  

Western National believes in supporting balance between work and life by providing a flexible work environment, which includes a variety of hybrid and remote work arrangements designed to balance individual, job, department, and company needs.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Western National provides employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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Salary Description

$26.78 – $32.13