We have a great opportunity to be in the heart of our Agent Support department assisting Insurance Agent customers with product and process inquiries.
Job Summary:
Responsible for customer service via phones, web-based Live Chat, and by email. This detail-oriented, fast-paced position is critical to providing best-in-class service to our Agent customers.
Supporting agents includes the need to think critically and quickly, problem solve, assisting agents with our electronic processes, collaborating with other departments, and communicating effectively both written and verbally.
Essential Duties and Responsibilities:
- Provides just-in-time customer assistance, providing support on our products and processes.
- Provides timely and accurate information, with competent understanding of the company’s products and services, to assist inquiries.
- Provides excellent customer service and follow-up.
- Answering and resolving customer calls on our Agent Support Care Phone Line, answering customer questions on our web based LiveChat tool, website communications, and emails.
- Documents customer interactions into our CRM tool, tracking historical inquiries.
- Access vendor websites to research the status of outstanding underwriting requirements on applications for agent inquiries.
- Works with sensitive information, including but not limited to, date of birth, social security numbers, access to applications and underwriting notes.
- Place outbound calls to agent leads and welcome calls to newly appointed agents, may set appointments for sales.
- Supporting the sales field with requests to aid in agent production.
- Keeps abreast of industry happenings and competitor changes to assist agent inquiries.
- Assists with internal training initiatives and audits, when required.
Education and Experience Requirements:
- Bachelor’s degree preferred or equivalent
- Minimum of 3-5 years insurance office experience
- LTC industry knowledge, preferred
- Call Center experience preferred
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Professional development assistance
- Vision insurance
- Work from home
Experience level:
Shift:
Weekly day range:
Work setting:
Education:
Experience:
- Insurance: 3 years (Required)
- LTC Industry: 3 years (Preferred)
- Communication skills: 3 years (Required)
- Customer Service: 3 years (Required)
- Computer skills: 3 years (Required)
Work Location: Remote