POSITION SUMMARY:
- The Client Contact Representative serves clients by providing product and service expertise to client requests or concerns to help maintain a high client retention level. The Client Contact Representative will be responsible for managing multiple modes of communication in a timely manner which include incoming calls, emails, and website requests. This position will require a comprehensive understanding of our customer service policies and know when issues need to be escalated to management for resolution. All interactions require a high level of professionalism to uphold the firm’s positive reputation.
PRIMARY RESPONSIBILITIES:
- Maintains a concern for timeliness and completeness when interacting with clients, brokers or insurance company partners to create a positive experience.
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Documents all activity in on-line client file to ensure quality and responsiveness.- Personally, provides prompt, efficient, high-quality service to all client.
- Resolves product or service problems by clarifying the customer's complaint and recommending the best solution to solve the problem.
- Attracts potential customers by answering product and service questions. Makes suggestions about other products and services based on client needs.
- Maintains a quality result by following established procedures and making recommendation for changes.
- Open, cancels and updates client policy information based on requests received
EDUCATION AND EXPERIENCE REQUIREMENTS:
- A current NC Property & Casualty license (or equivalent state insurance license) or be willing and able to obtain required license within the first three (3) months of employment
- Experience: 2 years in a client contact center preferred
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
- The ability to learn insurance products and grow in product knowledge.
- The ability to apply knowledge and experience to explain products and/or policy to members in clear and relatable terms.
- Bilingual in English and Spanish preferred.
- Capable of multi-tasking and prioritizing workloads while adhering to deadlines.
- The ability to interact and communicate effectively in a team environment to share knowledge and manage workflows.
- Demonstrates the organization’s core values, exuding behavior that is aligned with the firm’s culture.
TECHNICAL, COMPUTER, AND SYSTEM-SPECIFIC SKILLS REQUIRED:
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Ability to learn any other appropriate program or software system used by the firm as necessary.
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