The Agent & Client Services Representative is essentially an entry level customer service representative in training. Due to this being a trainee position, those in this role will receive frequent training, development and testing in order to become a Level I – Agent & Client Services Representative, which is a requirement. This role requires interaction with the agency force and clients to provide information and answer questions about products, services, and procedures as they relate to policies and claims. The inquires come primarily from inbound telephone calls.
The following are the usual, basic and essential functions of the position. These functions are not to be construed as an exhaustive list of all responsibilities, duties and skills required.
Essential Job Functions
Handle high call volume
Answer questions about products, services, and processing procedures
Take payments on new and existing accounts
Note details of all calls and/or transactions on the policy or claim file.
Utilize our internal claims system to record, track and monitor insurance claims.
Resolve customer grievances
Respond to all inbound consumer and agent calls and written correspondences in a timely and professional manner
Manage and utilize time effectively to ensure the department meets the required service levels for improved customer satisfaction results
Adhere to policies and procedures of employee handbook
Perform other duties as assigned
Required Knowledge, Skills & Ability
Thorough knowledge of UPCIC underwriting/claims manuals, procedures, policy administration and workflow application
Reliable and consistent adherence to attendance policies
Excellent communication and interpersonal skills
Excellent reading comprehension
Ability to accomplish daily goals and meet performance targets
Ability to manage multiple tasks simultaneously
Ability to operate in various software programs simultaneously
Meet and exceed call quality expectations
Proficient in Microsoft Office including Word, Power Point and Excel
Must be able to pass a background check to acquire the Florida Personal Lines Insurance Agent License (20-44) or Florida General Lines Insurance Agent License (2-20)
Bilingual Spanish is preferred
Dedicated and separate high-speed Internet with at least 50 Mbps download and 10 Mbps upload speeds: DSL or Cable (no wireless or satellite ISPs allowed)
Respond to this ad:
Universal Property And Casualty Property
Kerry Clinton
kc1016@universalproperty.com