Essential Functions: Models ethical behavior and executes job responsibilities in accordance with Citizen's core values, ethics, and information protection policies.
- Effectively respond via the telephone to concerns of both internal and external customers. Take ownership of each call, handling it until resolution is reached, which includes follow-up, as necessary to ensure that the actions promised to the caller are completed. Act as the caller's advocate via the telephone to ensure the caller's concerns are addressed.
- Process basic underwriting endorsements and/or policy changes within approved authority level and perform transactions according to latest corporate standards, manual rates, guidelines, and procedures.
- Review various supporting documents for compliance with departmental guidelines, which may include gathering and forwarding information to other areas for handling or consideration.
Knowledge:
- Proficient in MS Office: Word, Outlook & Excel
- Maintains a working knowledge of the Manual of Rates, Rules, and Procedures
- Effective written and verbal communication skills
- Ability to obtain, organize and present information.
- Ability to handle multiple tasks as assigned.
- Ability to interpret basic insurance coverage.
- Ability to interpret policies and procedures.
Skills & Abilities:
- Effective written and verbal communication skills.
- Ability to obtain, organize and present information.
- Ability to handle multiple tasks as assigned.
- Ability to interpret basic insurance coverage.
- Ability to interpret policies and procedures.
Relevant Experience:
- 1 or more years of customer service experience.
Education:
- High School Diploma or Equivalent
- Associate degree OR 2 years relevant experience, OR a combination of college education and relevant experience equivalent to 2 years
- Bachelor's Degree OR 3 years relevant experience, OR a combination of college education and relevant experience equivalent to 3 years
Preferred Qualifications:
- 220, 440, 520/620 License
- Bi-lingual Spanish & English
- Knowledge of Property/Casualty insurance operations and common policy elements
- Insurance underwriting operations.
- Five years of call center and live chat experience
Citizens is Proud to Be an Equal Opportunity Employer Physical Requirements: Frequent:
- Stationary position
- Position self (to), move
- Communicate, Detect, Converse with, Discern, Convey, Express oneself, Exchange information.
- Detect, Determine, Perceive, Identify, Recognize, Judge, Observe, Inspect, Estimate, Assess
- Position self (to), move
- Move, Transport, Position, Put, Install, Remove
Occasion:
- Operate, Activate, Use, Prepare, Inspect, Place, Detect, Position
- Ascend/Descend, Work Atop, Traverse
- Move, Transport, Position, Put, Install, Remove
- Exposed, Work around
- Move, Traverse
- Travel
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