Customer Service Advisor Trainee, InsuraMatch

About the Role

Customer Service Advisor Trainees will work in a dynamic service center valuing professionalism and commitment to the team environment. Advisors handle a large volume of inbound calls from customers, agents, and third parties. Within established timeframes, the Advisor assists with policy inquiries and changes, billing questions, and technical support. This role also responds to agent requests for quotes or changes to policies or product lines, and provides customer support on policy options. The role handles a high volume of inbound calls, processes policy change requests, works independently on project assignments, and engages in other Customer Solutions Center work. Advisors are expected to exercise good judgment, flexibility, and friendliness. This job works under direct supervision and does not manage others.

Key Responsibilities

• Learns to answer questions regarding policies, coverages, and premiums; assumes ownership for thorough follow-up on all contacts.
• Learns to deliver first-call resolution to make it easy for the customer.
• Learns to respond to customer/agent requests for quotes or changes to existing policies.
• Learns to review cancellations and reinstatements and makes appropriate decisions to resolve with guidance.
• Learns to ensure current and complete documentation of all account notes.
• Upon completion of training:
• Assists customers with simple intent calls.
• Accurately enters and updates policy information into various processing systems and handles phone inquiries.
• Develops and fosters Agent/Company Relationships.
• Performs research and initiates changes/corrections to customer’s policies according to established procedures and sound business judgment.
• Meets and/or exceeds the expectations of customers and agents, providing professional and efficient service at all times through positive interactions and extensive product knowledge.
• Performs other duties as assigned.

Requirements & Tech Stack

• High school diploma or GED.

Qualifications

• 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.