JOB DESCRIPTION
ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner
companies to source qualified talent for their open roles. The following
position is available to Veterans, Transitioning Military, National Guard and
Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If
you have the required skill set, education requirements, and experience, please
click the submit button and follow the next steps.
EMPLOYER WILL CONSIDER REMOTE FOR CANDIDATES NOT LOCAL TO ORLANDO, FL.
COMPENSATION OVERVIEW
THE ANNUAL BASE SALARY RANGE PROVIDED FOR THIS POSITION IS A NATIONWIDE MARKET
RANGE AND REPRESENTS A BROAD RANGE OF SALARIES FOR THIS ROLE ACROSS THE COUNTRY.
THE ACTUAL SALARY FOR THIS POSITION WILL BE DETERMINED BY A NUMBER OF FACTORS,
INCLUDING THE SCOPE, COMPLEXITY AND LOCATION OF THE ROLE; THE SKILLS, EDUCATION,
TRAINING, CREDENTIALS AND EXPERIENCE OF THE CANDIDATE; AND OTHER CONDITIONS OF
EMPLOYMENT. AS PART OF OUR COMPREHENSIVE COMPENSATION AND BENEFITS PROGRAM,
EMPLOYEES ARE ALSO ELIGIBLE FOR PERFORMANCE-BASED CASH INCENTIVE AWARDS.
SALARY RANGE
$37,400.00 - $61,600.00
TARGET OPENINGS
1
WHAT IS THE OPPORTUNITY?
OUR CUSTOMER CARE ADVISOR TRAINEES WILL WORK IN A DYNAMIC SERVICE CENTER WHERE
PROFESSIONALISM AND COMMITMENT TO OUR TEAM ENVIRONMENT IS HIGHLY VALUED.
ADVISORS HANDLE A LARGE VOLUME OF INBOUND CALLS FROM OUR CUSTOMERS, AGENTS, AND
THIRD PARTIES. WITHIN ESTABLISHED TIMEFRAMES, THE ADVISOR ASSISTS CUSTOMERS,
AGENTS, AND THIRD PARTIES WITH POLICY INQUIRIES AND CHANGES, BILLING QUESTIONS
AND TECHNICAL SUPPORT. ADVISORS RESPOND TO AGENT REQUESTS FOR QUOTES OR CHANGES
TO POLICIES OR PRODUCT LINES, AS WELL AS CUSTOMER SUPPORT ON POLICY OPTIONS SUCH
AS ADDITIONAL DEDUCTIBLE, BASIC COVERAGES AND DISCOUNTS. THIS ROLE HANDLES A
HIGH VOLUME OF INBOUND CALLS. THE ADVISOR WILL ALSO PROCESS POLICY CHANGE
REQUESTS, WORK INDEPENDENTLY ON PROJECT ASSIGNMENTS AND OTHER WORK HANDLED IN
THE CUSTOMER SOLUTIONS CENTER. ADVISORS ARE EXPECTED TO EXERCISE GOOD JUDGMENT,
FLEXIBILITY AND FRIENDLINESS IN THEIR INTERACTIONS. THIS JOB WORKS UNDER DIRECT
SUPERVISION AND DOES NOT MANAGE OTHERS.
WHAT WILL YOU DO?
LEARNS HOW TO ANSWER QUESTIONS REGARDING POLICIES, COVERAGES AND PREMIUMS;
ASSUMES OWNERSHIP FOR THOROUGH FOLLOW UP ON ALL CONTACTS.
LEARNS HOW TO DELIVER FIRST CALL RESOLUTION TO MAKE IT EASY FOR THE
CUSTOMER.
LEARNS HOW TO RESPOND TO CUSTOMER/AGENT REQUESTS FOR QUOTES OR CHANGES TO
EXISTING POLICIES.
LEARNS HOW TO REVIEW CANCELLATIONS AND REINSTATEMENTS AND MAKES APPROPRIATE
DECISIONS TO RESOLVE WITH GUIDANCE.
LEARN HOW TO ENSURE CURRENT AND COMPLETE DOCUMENTATION OF ALL ACCOUNT NOTES.
UPON COMPLETION OF TRAINING, THIS ROLE WILL:
ASSIST CUSTOMERS WITH SIMPLE INTENT CALLS.
ACCURATELY ENTER AND UPDATE POLICY INFORMATION INTO THE VARIOUS PROCESSING
SYSTEMS AND HANDLE PHONE INQUIRIES.
DEVELOP AND FOSTER AGENT/COMPANY RELATIONSHIPS.
PERFORM RESEARCH AND INITIATE CHANGES/CORRECTIONS TO CUSTOMER’S POLICIES
ACCORDING TO ESTABLISHED PROCEDURES AND SOUND BUSINESS JUDGMENT.
MEET AND/OR EXCEED THE EXPECTATIONS OF CUSTOMERS AND AGENTS, PROVIDING
PROFESSIONAL AND EFFICIENT SERVICE AT ALL TIMES THROUGH POSITIVE INTERACTIONS
AND EXTENSIVE PRODUCT KNOWLEDGE.
PERFORM OTHER DUTIES AS ASSIGNED.
#LI-Remote
ADDITIONAL QUALIFICATIONS/RESPONSIBILITIES
WHAT WILL OUR IDEAL CANDIDATE HAVE?
Resident Property and Casualty or Personal Lines Insurance License.
A Bachelor's degree from an accredited four-year college or university is a
plus.
Prior insurance and/or call center experience.
Previous customer service experience.
High energy and motivation to follow up and take ownership.
Flexibility and ability to work under pressure.
Excellent communication, organization, and interpersonal skills.
Willingness and ability to learn new functions within the Customer Solutions
Center.
WHAT IS A MUST HAVE?
High school diploma or GED.