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Advance Management is actively recruiting enthusiastic individuals for Customer Service roles within a leading insurance company in Bolton.
We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. In this role, you will be the first point of contact for our valued customers, providing exceptional service and support regarding their insurance policies. You will be responsible for addressing inquiries, resolving issues, and ensuring customer satisfaction while adhering to company policies and procedures.
Responsibilities:
Answer incoming calls, emails, and chats from customers:Provide prompt, courteous, and accurate information regarding insurance policies, coverage details, billing inquiries, claims processes, and other related matters.
Resolve customer inquiries and complaints:Investigate and resolve customer issues effectively and efficiently, escalating complex cases to appropriate departments when necessary.
Process policy changes and updates:Accurately update customer policy information, including address changes, vehicle additions/deletions, beneficiary updates, and coverage adjustments.
Provide guidance on claims processes:Assist customers in understanding the claims process, providing necessary forms, and answering questions related to submitted claims.
Document customer interactions:Maintain detailed and accurate records of all customer interactions and resolutions using our customer relationship management (CRM) system.
Educate customers on insurance products and services:Clearly explain policy options, coverage benefits, and payment plans to help customers make informed decisions.
Identify opportunities to improve customer experience:Proactively identify areas for improvement in our processes and procedures, and suggest solutions to enhance customer satisfaction.
Meet or exceed performance expectations:Consistently achieve established key performance indicators (KPIs) related to call handling time, resolution rate, and customer satisfaction scores.
Adhere to company policies and regulations:Comply with all company policies, procedures, and regulatory requirements, including data privacy and security protocols.
Stay updated on industry trends and product knowledge:Continuously expand your knowledge of insurance products, industry regulations, and customer service best practices.
Collaborate with other departments:Work effectively with other departments, such as claims, underwriting, and sales, to ensure seamless customer service.
Qualifications:
High school diploma or equivalent required; Bachelor's degree preferred.
Proven customer service experience, preferably in the insurance industry or a related field.
Excellent communication skills, both verbal and written.
Strong problem-solving and analytical skills.
Ability to work independently and as part of a team.
Proficient in using computer systems and software, including CRM systems and Microsoft Office Suite.
Strong attention to detail and accuracy.
Ability to remain calm and professional under pressure.
Insurance license preferred (may be required to obtain within a specified timeframe).
Bilingual skills (English/Spanish) a plus.
