Service Associate (non-Document Management) - Chicago, IL
Willis Group - Chicago, IL

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Service Associate (non-Document Management)

A client-facing role with responsibility for enhancing the non-placement client experience:
  • Successfully handling inbound inquiries from customers
    • Phone-based
    • Email-based
    • Fax-based
  • Handling pre-sales customer interactions
    • System navigation
    • Carrier appetite
  • Handling post-sales customer-interactions
    • System navigation
    • Billing inquiries
    • Endorsement inquiries/issues
    • Audits and audit disputes
    • Emergency requests not handled ‘
    • Ad-hoc’ service requests
    • Policy copies
    • Other duties, as assigned
ESSENTIAL FUNCTIONS:
  • Handles inbound calls from NoodleNetwork agents:
    • Triage calls
    • Provide first contact resolution, where possible
    • Hand over to sales agents, when appropriate
    • Follow-up on requests made to ensure successful resolution and disposition
  • Successful completion and documentation of client service transactions not handled in Willis’ processing centers. These include, but not limited to:
    • Endorsements
    • Renewals
    • Audits
    • Certificates
    • Cancellations
    • Reinstatements
    • Loss Runs
    • Auto ID cards
  • Processes service transactions in a timely manner according to service standards and established business practices as directed by Service Team Leader
  • Documents all client interactions and update client account history in Noodle Engine
  • Stays current on products, services, procedures and technology
  • Identifies process improvement opportunities
  • Other duties, as assigned
QUALIFICATIONS:
  • At least 2 years of proven service-related capabilities in the insurance field
  • Licensed Property and Casualty Producer (Illinois)
  • PC knowledge (Windows, Microsoft Office)
  • Excellent verbal and written communication skills
  • Call center experience preferred
  • Works effectively in a multi-task environment
  • Team player
  • Flexibility
  • Resilient
  • Ability to function in a fast paced, structured environment
  • Written and verbal English language competency, required
  • Written and verbal Spanish language skills, an asset
KEY SKILLS & ADDITIONAL QUALIFICATIONS:
  • Strong Customer Service Orientation
    • Strong desire to deliver excellence in service
    • Empathy with customer
    • Proven track record in phone-based customer service interactions
    • Comfort on the phone, receiving inbound calls from insurance agencies who are a part of the NoodleNetwork
    • Ability to establish rapport with clients and encourage future submissions
    • Ability to prioritize daily activities toward maximizing long term, sustainable profitability
  • Problem Identification and Resolution
    • Ability to quickly elicit specific nature of issue/call
    • Ability to quickly isolate issues, formulate possible solutions
    • Ability to seek out and deliver solutions to problems that meet with client approval
  • Product and Carrier Knowledge
    • Ability to analyze client requirements and suggest appropriate products and options to fulfill those needs
    • Ability to accurately and confidently respond to technical questions delivered by NoodleNetwork partners
    • Confident decision making in tailoring insurance coverage to meet client needs and market realities
Do more. Be more. Realize Your Potential.

Willis is an EEO/AA employer who supports Diversity.

Willis Group - 23 months ago - save job
About this company
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Willis Group Holdings plc is a leading global risk advisor, insurance and reinsurance broker. With roots dating to 1828, Willis operates...