Our client is looking for a Senior Customer Care Representative for a 2-month contract and will be working remotely.
Come work for one of the largest insurance companies in the U.S. and help people and businesses become smarter and better prepared to protect the things that matter most to them.
Contract Duration: 2 Months Required Skills & Experience High School Diploma or equivalent
2 years of experience in insurance or related field.
Experience providing advanced customer support within a high-volume, complex environment.
Demonstrated customer service skills.
Strong verbal communication and listening skills.
Demonstrated written communication skills.
Demonstrated analytical skills.
Demonstrated problem-solving skills.
Demonstrates excellent judgment and decision-making skills.
Effective conflict management skills. Able to apply strong de-escalation techniques to tense interpersonal interactions.
Able to maintain composure under pressure.
Excellent organizational skills.
Highly thorough and dependable.
Ability to simultaneously handle multiple priorities.
Excellent collaboration and team building skills.
Possesses strong technical aptitude.
Intermediate computer skills with ability to navigate multiple systems simultaneously.
Able to troubleshoot basic issues with equipment such as headset, internet, and connectivity.
What You Will Be Doing Daily Responsibilities Receives and responds to inquiries related to insurance matters. Interacts with customers, agents, and others to resolve complex issues regarding policy provisions and conditions.
Evaluates and interprets policy information within prescribed authority limits. Determines appropriate underwriting actions.
Accesses account information and communicates while working in multiple systems.
Uses account information, advanced product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations.
Makes decisions about ambiguous situations.
Documents customer interactions and outcomes thoroughly in the system.
Escalates unresolved issues requiring expert support for further resolution.
Supports peer learning by providing on-the-job training for less experienced team members.
May serve as a mentor to provide feedback for peer growth.
Champions change initiatives and encourages acceptance among the team.
Builds knowledge and acumen through self-directed learning. Stays informed about underwriting and policy guidelines and other updates, including compliance and legal requirements.
Contributes content to department knowledge resources to keep them current. Understands how role and actions connect to department strategy.
Performs other duties as assigned.
Actively listens to customer concerns to identify trends or patterns.
Recognizes opportunities for process improvement and makes recommendations to leadership.
Devises customer-centric solutions for complex insurance issues.
Partners with various departments including Policy Support, Claims, and Underwriting to respond to customer inquiries.
May work with external vendors to further address customer needs.
Adheres to assigned, tightly regulated schedule and follows procedures for requesting time off.