Looking to progress your career in customer care, operations, and service? Do you want to work in a fast-paced, dynamic environment with real opportunity for career growth and advancement? National General promoted 116 Operations employees in 2018. Our career pathing takes you from a Representative to Senior Representative to Team Lead and Supervisor in a few short years.

Do you want to be a problem-solver and brand ambassador for a customer-centric company? Come be the voice of National General Insurance and start a rewarding career in the insurance industry with a robust paid training program. National General Insurance is the fastest growing Property & Casualty (P&C) auto insurer in the United States and is recognized for our experienced leaders, entrepreneurial culture, and energetic environment.

We are looking for people who are energized, engaged and empowered to help execute on company goals by helping our policyholders. Our goal is to provide exceptional service to each and every customer and independent agent. You’re supported with industry-leading paid training, Full Benefits that include: Health, Vision, and Dental. With 18 Days PTO and a company-matched 401k, we support your work-life balance and prepare you for a successful future with the company. Continue your personal and professional journey while making up to $45,000 a year!

We are searching for enthusiastic, motivated, and dedicated Insurance Service Representatives to join our growing team in the CLEVELAND, OH office. 

PRIMARY PURPOSE:

Insurance Service Representatives are responsible for customer service inquiries received from internal and external customers while maintaining and growing a relationship between National General Insurance policyholders and independent agents.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Following is a summary of the essential functions of 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 determine an appropriate course of action
• Answer inbound calls pertinent to an existing insurance policy and determines an appropriate course of action
• Initial point of contact after the sale of the policy which includes but is not limited to recognizing exposure and asking the appropriate probing questions
• Document specific details of call interaction, processing endorsements, Department of Motor Vehicle filings, answering billing questions, taking payments, excellent phone etiquette, dedication to customer service, and strong problem-solving abilities
• Answer policy level requests for health products such as policy and billing questions, cancellation requests, updating customer profiles, processing billing adjustments/drafts, and refunds
• 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
• Provide superior service 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 share 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
• Ability to type a minimum of 30 words per minute
• Proficient in Microsoft Office Suite (Word, Excel, Outlook)
• Must possess proficiency in the 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 troubleshoot 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
• You must be able to work a 40-hour weekly schedule Monday through Friday (and rotational Saturdays) from 8:00am-8:00pm.

  DESIRED SKILLS:

• Associates or Bachelor’s degree; fields of study may include: communications; business administration; management or a related field
• 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

National General is a leading insurance carrier which has been in the industry since 1939. Through subsidiaries and other affiliated companies, National General offers homeowners, flood, personal and commercial auto, RV, motorcycle, life, accident and supplemental health insurance products. National General Insurance is a thriving company committed to ensuring that our employees achieve their personal best. Our employees are advancing their careers at a best-in-class insurance provider that is an industry leader in innovation. We give employees resources which enable them to take charge of their own future success.