Job Description

JOB PURPOSE  

The Service Agent is responsible for providing exceptional customer service and ensuring the satisfaction and retention of TDIC/TDIC-IS customers. Working in a call center environment, this position responds in an accurate and efficient manner to high volume and complex coverage inquiries from policyholders via phone and email, while evaluating exposures and coverage gaps.  This position also responds to escalated/complex inquiries from internal staff, and clients.

Essential competencies:

• Communication (Influence)
• Critical Thinking (Problem Solving)
• Relationship (Service)

ESSENTIAL FUNCTIONS – MUST BE ABLE TO PERFORM WITH OR WITHOUT A REASONABLE ACCOMMODATION

• Responds to all inbound and/or outbound insurance Service calls, email, or other service channels by phone or in writing to deliver a high level of customer service.
• Utilizes active listening skills to quickly identify problems and solutions while documenting required information into the call log.
• Communicates with policyholders timely and uses clear and direct language to ensure understanding.
• Develops and maintains strong working knowledge of insurance products and procedures to facilitate efficient resolution of customer issues within sales & service and underwriting guidelines.
• Responds to coverage questions and policy accounting issues.
• Works to identify and refer policyholders to their assigned Insurance Advisor or Account Manager for cross sell opportunities, coverage gaps, and at risk of cancelation policies.
• Ability to successfully deescalate customer issues and concerns and identifies involvement of their assigned agent.
• Investigates and resolves customer issues, concerns and disputes in a timely and efficient manner. 
• Collaborates with internal and external departments to resolve issues.
• Meets or exceeds performance goals and metrics established for this position in the areas of: efficiency, accuracy, quality, member satisfaction and attendance.

NON-ESSENTIAL FUNCTIONS

• Assists with projects and assignments as directed.
• Performs other duties as assigned.

REQUIRED EDUCATION, LICENSES & EXPERIENCE

• High school diploma or GED required.
• Active Property and Casualty License. If not held, must be willing to obtain Property and Casualty license.
• Minimum four years customer service experience in the insurance industry. Demonstrating knowledge of insurance terminology and concepts.
• Minimum two years customer service experience in a call center environment. Must be able to maintain composure under pressure.
• Communication: inspires others and incites action to achieve organizational goals and desired outcomes; demonstrates expertise and earns respect.
• Critical thinking: applies analysis, creativity, resilience and logic to reach optimal outcomes; develops and implements solutions.
• Relationship: focuses on meeting needs and exceeding expectations for those served inside and outside the organization.
• Proficient computer skills, including, Excel, Word, PowerPoint.
• Demonstrate excellent verbal, written and interpersonal communication skills. Demonstrate diplomacy and tact while interacting with all levels within and outside the organization.
• Work in a deadline driven, fast-paced environment.
• Adapt to a changing environment.
• Work in a collaborative environment.
• Demonstrate excellent analytical skills with a strong attention to detail.
• Prioritize workload to meet deadlines and manage multiple projects.
• Work independently with minimal supervision.

PREFERRED EDUCATION, LICENSES & EXPERIENCE

• Bachelor’s degree.
• Strong working knowledge of Professional & Business Liability, Property, and worker’s compensation coverage lines, including policy structure, endorsements.
• Experience with AS400, CRM or other database management program experience, and familiarity with insurance forms and service processes preferred.

​​​​​​​WORKING CONDITIONS        Occasionally (1-33%)              Frequently (34-66%)                Constantly (67-100%)

• Constantly on the phones providing support and customer service to our members
• Constantly reviewing and analyzing data on a computer screen and physical documents.
• Operates photocopiers, scanners, facsimile machines, folding machines, postage equipment, voice mail systems and personal computers.
• Frequently maintains a stationary position.
• Occasionally moves around the office to access file cabinets, office machinery, etc.

Powered by JazzHR

chRH0yWdyt