POSITION SUMMARY
The Customer Service Representative (CSR) is an individual who provides information to callers regarding payment or policy status as well as correspondence received from the FAIR Plan. In addition, the CSR provides assistance to those who come to the front desk and handles agency licensing transactions, as applicable. This person displays a high level of courtesy in providing a satisfactory response to customers or brokers.
PRINCIPAL DUTIES AND RESPONSIBILITIES
- Answers incoming calls and assists callers with inquiries. Examples include but are not limited to: new business (quotation/payment status); renewals (payment/issuance status); endorsements (processing status/evidence of insurance requests); inspections; deficiency letters; cancellations/non renewals; and CEA (payment/policy/quotation status).
- Performs daily assigned work with primary emphasis on call center activities.
- Researches and resolves customer or broker questions/problems.
- Handles agency licensing tasks (registering new brokers, address changes, agency mergers, etc.).
- Follows up with other departments to resolve problem files.
- Inputs data in a desktop database for all incoming calls.
- Assists customers at the front desk when necessary.
- Handles agency licensing tasks (registering new brokers, address changes, agency mergers, etc.).
- Distributes faxes and other correspondence to the department.
- Facilitates the processing of evidence of insurance requests as required.
- Participates in individual and group training designed to improve service.
- Performs additional duties or special projects as assigned.
EDUCATION AND EXPERIENCE
- High school diploma and basic computer skills required.
- 1 year of insurance experience (coverage knowledge) and customer service / call center experience required.
- Exhibit good communication skills with emphasis on phone skills.
- Demonstrate good interpersonal skills (both internal and external) and work well in a team environment.
- Perform slightly varied moderately complex tasks.
- Exercise occasional decision making and judgment.
- Perform tasks with minimal supervision.
- Sound decision making skills.
