Provides service to agents and customers by handling policy inquiries, changes, quotes and billing inquiries over the telephone. Display's leadership and problem solving skills in day to day activities and may act in manager's place when authorized.
Assists team members with challenging service calls and policy inquiries
Answers questions from agents and Team CSRs regarding policy status and complex rating issues and coverage.
Inputs policy change on-line during telephone conversations with agents and policyholders, provides on-line quotes to customers, and handles and resolves direct bill inquiries.
Engages in on the job training of team members
Conducts quality monitoring of team members with regard to Processing accuracy, underwriting authority and documentation of records
Resolves conflict between company, agent and customer over policy issues.
Investigates all formal/informal insurance complaints, and compiles necessary information prior to written correspondence
Oversees the workflow within the unit and monitors compliance with company service standards
Coordinates the investigation of system problems
Acts as team leader in manager's absence
Handles special projects as assigned.
Performs other duties as Assigned
Customer Service Representative
Preferred Skills and Abilities
Enter preferred skills and abilities.
Reaching Pulling Seeing Walking Carrying up to 10 lbs Hearing Standing Speaking Lifting up to 10 lbs.
Required job duties are normally performed in a climate-controlled office environment.
High School Diploma
Special Skills Requirements
Communicates effectively and listens actively Ability to solve problems Handle stress and a team player Demonstrates personal motivation Applies technical knowledge and skills Maintains a professional image
Zurich Insurance Group (Zurich) is a leading multi-line insurance provider with a global network of subsidiaries and offices in Europe,...