Remote Licensed Customer Service Representative - MSI

📋 Description

• • Takes incoming and outbound calls to provide customer service for insurance policies, including personal lines products such as renters, homeowners, and commercial coverages.
• • Processes and responds to customer service emails as assigned by leadership, ensuring timely and accurate communication.
• • Handles policy payments, endorsements, and changes, including actions that require a licensed status and those that do not.
• • Maintains detailed and accurate documentation of all customer interactions in the online client file system to ensure quality and responsiveness.
• • Resolves customer complaints by clarifying issues and recommending appropriate solutions to ensure satisfaction and retention.
• • Attracts potential customers by answering product and service questions and suggesting relevant additional insurance products based on client needs.
• • Opens, cancels, and updates client policy information in accordance with customer requests and company procedures.
• • Provides training and support to new team members on systems, procedures, and insurance products, acting as a subject-matter expert.
• • Continuously evaluates existing processes for opportunities to improve efficiency and service quality.
• • Manages complex customer escalations on behalf of colleagues, ensuring resolution while maintaining high standards of client satisfaction.
• • Operates in a fast-paced, multi-tasking environment with strict adherence to deadlines and compliance requirements.
• • Follows established procedures to maintain quality outcomes and recommends process improvements when appropriate.
• • Demonstrates alignment with the company’s behavioral tenets and corporate culture in all customer and team interactions.
• • May be assigned to product-focused teams based on business needs, including specialized lines such as cyber liability or habitational property.
• • Collaborates effectively within a team environment to share knowledge, manage workflows, and support collective goals.
• • Learns and applies knowledge of insurance products and firm-specific software systems to deliver accurate, clear explanations to clients.