Customer Service Representative
NGL Insurance - Madison, WI

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Position Summary: Service is the principle component of this position. Therefore, the employee must be able to effectively communicate and correspond with external and internal customers including policyholders, agents and funeral directors. Responsible for processing intermediate service requests and provide phone support within our stated service goals.Primary Duties and Responsibilities: Provide primary phone support Responsible for accurately and efficiently answering policy related questions Maintain a stated team service level of 90% or above Maintain a service availability of 80% Pick up and respond within 24 hours to messages from the Preneed voice mail box Ability to handle 45 calls per day.Communicate with Preneed policyholders and funeral directors, answering inquiries regarding policy information. Assist in completion of service request and claim forms.Understand and apply Preneed policy service regulations and procedures.Process customer requests, verbal and written, maintaining the stated team service goals. Address, ownership and beneficiary changes Apply non scheduled, non routine premium payments Billing changes including EFT NFO processing/55 day report Ability to quote early payoffs Ability to process early payoffs Process cancellationsResearch and analyze policy financial history.Complete assigned projects, tasks, and/or milestones by agreed upon due date.Perform other related work as requested or required.Maintain high standards of professionalism, ethics confidentiality Follow and support company guidelines and policies Maintain acceptable attendance Ensure customer privacy in and around your workspace and in all communications with customers, agents, partners, Funeral Homes and coworkers.Required Knowledge, Skills and Abilities: Excellent communication skills - verbal and written; ability to relate to customers and team members.Ability to work independently and exercise good judgment.High level of accuracy and attention to detail. Ability to gain and retain knowledge of NGL Preneed products and procedures. Knowledge of basic accounting principles. Must be able to work within a team environment, supporting the team, department and company goals.Able to handle multi tasks, detail oriented and remain organized. Able to work under tight deadlines and adjust schedules as needed in order to meet turnarounds standards.Ability to present a positive and professional image.Ability to maintain satisfactory attendance according to written company policyEducation and Training: High school diplomaAbility to obtain Wisconsin Preneed Certification.LOMA 280 and 290 preferred.ExperienceOne year Customer Service requiredOne to three years general office experience.Prior insurance experience a plus.

Keywords: Customer Service Phone Support

About this company
Critical Home Protector provides mortgage protection for a critical illness such as cancer, heart attack and stroke. On-line premium...