Job Description

PRIMARY PURPOSE:

The Insurance Service Representative is responsible for customer service inquiries received from internal and external customers along with maintaining and growing a relationship between National General Insurance Company policyholders and independent agents.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Take ownership of any inquiry,  issue, problem, or error that could potentially impact the policyholder or Independent Agent and determines appropriate course of action
• Answer inbound calls and fields questions pertinent to an existing insurance policy and determine appropriate course of action
• Initial point of contact after the sale of the policy includes but is not limited to recognizing exposure and asking the appropriate, probing questions
• Document specific details of call interaction, processing endorsements and Department of Motor Vehicle filings, answering billing questions and taking payments, excellent phone etiquette, dedication to customer service, and strong problem solving abilities
• Answer policy level requests for Health such as  policy and billing questions, cancellation requests, updating customer profiles, processing billing adjustments/drafts,  and  refunds (Health)
• Answer all calls; de-escalating the call where appropriate and providing solutions that leave the customer satisfied with the resolution
• Access policy details to determine extenuating circumstances including but not limited to: providing coverage information and explanation, answer complex billing questions, process policy changes accurately, and collect pertinent underwriting information to ensure the correct premium is assessed on the policy
• Handle  most situations independent of a supervisor with ability to resolve conflicts and empathize with customers
• Provide superior service by delivering a WOW experience for both independent agents and National General Insurance customers
• Share feedback when training opportunities are identified
• Promote teamwork through consistency, reliability and group cohesiveness
• Communicate effectively through oral and written communication
• Consider process improvements on a continuous basis and shares opportunities with Leadership
• Adhere to schedules while maintaining an acceptable level of service, customer satisfaction and quality

MINIMUM SKILLS AND COMPETENCIES:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or general education degree (GED)
• Must possess effective verbal and written communication skills
• Proficient in Microsoft Office Suite (Word, Excel, Outlook)
• Must possess proficiency in ability to type while speaking to customers
• Ability to work independently as well as in a team environment
• Ability to successfully complete HIPPA certification annually (Health)
• Must be customer-oriented and able to effectively trouble shoot and resolve customer questions and concerns
• Ability to adapt to new situations and learn quickly 
• High level of flexibility in a constantly changing
• Ability to multi-task and manage several systems on a daily basis
• Ability to make decisions quickly by balancing company guidelines and customer needs
• High degree of dependability, motivation and flexibility

DESIRED SKILLS:

• Ability to type a minimum of 30 words per minute
• Previous experience in insurance customer service with personal auto, commercial, motorcycle, recreational vehicle, accident and health, supplemental health,  and/or homeowners products
• Active Property & Casualty License
• Bilingual

Company Description

National General Insurance is a personal lines insurance company with industry roots that date back to 1939. We offer vehicle, home, accident and health insurance products, in addition to lender services products, tech solutions and more. National General is a forward-thinking, agile and opportunistic business, which has evolved to become one of the fastest growing insurance carriers in the industry. We serve millions of policyholders and have more than 9,500 employees in offices located throughout the U.S. As a certified Great Place to Work® employer, we are proud to offer competitive compensation and benefits packages. National General employees enjoy a generous paid time-off program and company-paid holidays, medical, dental and vision plans, prescription drug plans, short-term and long-term disability plans, company-paid life insurance, 401(k) plans with an employer match, and more. National General also offers tuition reimbursement in addition to exceptional internal training and education programs designed to build careers within the company. We value the diversity of ideas and unique skills of our team members, and recognize the ways in which their talents, contributions and individual viewpoints contribute to our success as a company. Join the NatGen team, and find out how you can grow with us! National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas. In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.