Experienced Licensed Customer Service Representative – Personal Lines Insurance
At arenaflex, we're dedicated to providing exceptional customer service and support to our policyholders and agents. As a Licensed Customer Service Representative, you'll play a vital role in delivering timely, accurate, and responsive information and service to our customers. If you're passionate about insurance, have excellent communication skills, and a strong desire to help others, we want to hear from you!
About arenaflex
arenaflex is a leading provider of Personal Lines insurance products, plans, and programs. With a rich history dating back to 1912, we've grown into the sixth largest global property and casualty insurer, based on 2020 gross written premium. Our commitment to providing protection for the unexpected and delivering it with care has earned us a reputation as a trusted partner for individuals, families, and businesses.
Our Culture
At arenaflex, we believe that progress happens when people feel secure. We're a purpose-driven organization that fosters an environment where employees from all backgrounds can build long and meaningful careers. Our seven Employee Resource Groups (ERGs) offer a centralized, open space to bring employees and allies together to connect, learn, and engage. We value your hard work, integrity, and commitment to making things better, and we put people first by offering benefits that support your life and well-being.
Job Summary
As a Licensed Customer Service Representative, you'll be responsible for providing exceptional customer service by responding promptly to all inbound customer calls regarding personal lines policies. You'll build rapport with each customer, listen to their requests and inquiries, and work to retain policyholders who inquire about canceling auto policies. You'll also use de-escalation tactics and escalate to the appropriate team when necessary.
Responsibilities
* Provides exceptional customer service by responding promptly to all inbound customer calls regarding personal lines policies
- Builds rapport with each customer
- Listens to customers' requests and inquiries
- Works to retain policyholders who inquire about canceling auto policies through open listening, negotiating, and policy review of customer issues
- Uses de-escalation tactics and when necessary, escalates to appropriate team
- Processes policyholder transactions accurately and within Customer Response Center established time standards
- Interprets policy contracts to insured based on expert knowledge of personal lines auto products
- Identifies, understands, and interprets customer needs to implement resolutions and makes recommendations for coverage enhancements
- Understands aspects of billing systems as it pertains to policy coverage
- Identifies and communicates transactions and impact to policy premium
- Evaluates and makes decisions regarding exceptions to payment plan and fees
- Manages and utilizes time effectively to ensure department meets required service levels for improved customer satisfaction results
- Proficiently utilizes on-line reference materials relating to auto policies to provide confident, accurate, and efficient service
- Develops and maintains product, procedural, and technical systems knowledge
- Completes licensing and continuing education requirements
- Utilizes technical systems, effectively and efficiently, including desktop, call center specific phone systems, and has required internet connectivity
- Performs additional duties as assigned
Qualifications
* Active P&C Producers insurance license REQUIRED in addition to at least 2 years actively using the license
- Associates degree and 1+ year Insurance experience preferred
- 3-5 years related Customer Service experience is required
- Ability to review, record, and organize written data from a variety of sources with no prescribed format is essential
- Excellent communication and interpersonal skills are required
- Personal Lines producer insurance licenses required upon hiring and training
Work Environment
* Remote/virtual work environment
- Paid training is Monday – Friday, 9:00am – 5:30pm EST (full time)
- After onboarding and training is complete, go-forward shifts will have a start time between the hours of 8am and 10:30am EST/8-hour shifts
- One weekend day (Saturday or Sunday) will be required with an alternate day off mid-week when working the weekend
- All equipment is provided, but you must have dependable, wired internet connectivity with an upload speed of at least 5Mbps and a download speed of at least 25Mbps along with a quiet, secure, distraction-free place to work
Benefits
* Competitive salary and benefits package
- Opportunities for career growth and professional development
- Comprehensive training program
- Flexible work schedule
- Paid time off and holidays
- Access to our Employee Resource Groups (ERGs)
- Discounts on arenaflex products and services
How to Apply
If you're passionate about delivering exceptional customer service and have a strong desire to help others, we want to hear from you! Apply now to join our team as a Licensed Customer Service Representative. Apply Job! Apply for this job