Customer Service Representative

📋 Description

• • Answer and return phone calls from policyholders and agents in a professional and timely manner.
• • Address customer complaints and determine appropriate resolutions to ensure satisfaction and compliance.
• • Process daily requests from agents and policyholders with high accuracy, including policy changes and account updates.
• • Complete ongoing training on company products, services, and customer service processing guidelines.
• • Review and prepare all incoming documents and policyholder requests received in the office.
• • Assist with daily workflow by scanning and indexing documents into Onbase for proper recordkeeping.
• • Maintain constant communication with team members regarding incoming documents from policyholders and agents throughout the day.
• • Assist with return mail handling and ensure proper follow-up on unresolved or misdirected correspondence.
• • Distribute and mail outgoing letters generated by the customer service team.
• • Monitor for trends, potential issues, or signs of fraud, and assist with agent practice investigations as needed.
• • Conduct complaint research, follow-up, and resolution in alignment with company policies and procedures.
• • Complete assigned projects and tasks within established deadlines to support team and departmental goals.
• • Maintain a high level of integrity, confidentiality, and professionalism in all customer and internal interactions.
• • Prioritize and manage multiple tasks simultaneously while meeting strict deadlines in a fast-paced environment.
• • Work independently and as part of a team to ensure seamless customer service operations.
• • Utilize Word and Excel to support documentation, data entry, and reporting tasks as required.
• • Demonstrate a positive, helpful attitude and adaptability in handling diverse customer needs and situations.
• • Maintain reliable and predictable attendance for assigned work shifts in a remote work environment.
• • Work full-time or part-time hours as specified by the position requirements.