Provides exceptional customer service and presents an exceptional corporate image to all individuals who call into UHL/UFFL. Participates in providing service to our agents and insureds/owners. Reports directly to the Call Center Group Leader from whom overall direction is received. May receive direction from Director, New Business and Annuity Department.
Receives incoming calls, researches underwriting status, new business policy issue status and mail-out status billing questions, gathers pertinent information non-sufficient funds, banking information, marketing product questions and promotions, and answers other general inquiries for UHL/UFFL. Documents call thoroughly via Eclipse, Cyberlife notepad, and electronic phone memo.
Makes outgoing calls to current agents and insureds/owners for follow-up to all questions listed in number one all while presenting an excellent corporate image.
Participates in tasks related to mass mailings (policy notices) updating address records on Cyberlife and doing the necessary research to locate a valid address. Assists with other department activities that allow representative to remain available to make or receive calls.
Distributes daily mail to appropriate teams, processes address changes and mails new letter of notification, processes date changes on EFT, separate and attach forms to system generated letters for mailing.
Performs other duties as assigned by management.
Requires a minimum of a high school diploma or equivalent.*
Prior office and/or call center representative experience preferred but not required.
Requires exceptional verbal and written communication skills. Requires the ability to speak clearly and distinctly over the telephone in a friendly manner.*
Requires the ability to take complete notes, use appropriate systems for research, and transfer calls to appropriate areas . Systems include, but may not be limited to, Eclipse, Cyberlife, Old UHL system, File Ordering system (FLO1) systems.*
Must have the visual and hearing capabilities to utilize computer and telephone systems for essential job functions. Requires adequate keyboarding skills to complete essential job functions.*
Requires the ability to maintain confidential material. Incumbent will have access to confidential file information, which can inculde client's personal, medical, financial, moral and protected health information.