Policy Service Representative Trainee

Job Description

Description:

Job Summary

The Service Representative Trainee provides customer service through phone calls and incoming requests from our policyowners, agents or other customers under direct supervision. This position reports to the Call Center Supervisor.

Primary Responsibilities

Manage large amounts of phone calls in a call center environment

Answer customer inquiries by phone, email or written correspondence

Process basic customer requests to include (but not limited to) beneficiary changes, assignments, review of forms and verification of coverage and update policy information accordingly

Develop knowledge and skill base to properly apply company processes and use all systems

Provide accurate, valid and complete information using departmental processes and procedures

Identify and assess customers’ needs to achieve satisfaction

Acquire and demonstrate basic knowledge of all policy types

Properly escalate difficult or complex service situations as necessary

Meet documented, department service level agreements, quality goals and quantity goals

Attend and participate in team and department meetings

Assist other team members as needed

Other duties as assigned that affect the Policy Service department

Requirements:

Job Qualifications

Associate's Degree required

One year of customer service experience required, call center preferred

Prior insurance industry experience preferred

Possess clear, concise oral and written communication skills

Patient, empathetic and passionately communicative

Customer driven and ability to adapt and respond to differing personalities

Ability to effectively prioritize and monitor work to achieve timely results

Ability to maintain confidentiality and adhere to privacy standards

Ability to learn systems processes and procedures quickly

Ability to maintain professionalism at all times

Ability to multi-task and effectively meet deadlines

Flexible and adaptable to changes

Detail oriented

Strong initiative and solid judgment abilities and skills

Ability to work successfully in a team environment

Proficiency in Microsoft Office Programs

Strong mathematical skills

Bilingual skills preferred (Spanish)