Primary Job Duties & Responsibilities
- Role involves handling inbound calls from customers/agents to resolve queries on their accounts
- Role requires providing excellent customer service on queries related to processing insurance policy related transactions – new business, renewals, amendment, enquiries, etc. received from Customers
- Review and resolve policy cancellations, reinstatements, and service-related complaints.
- Act as expert for multiple online billing systems and agency portal website to provide proactive agency and customer support.
- De-escalate customer and agent concerns to resolve conflicts and build a deeper level of trust with our customers and agents.
- Use judgement when identifying new business opportunities driven by customer or agent requests.
- Track and document customer account interactions.
- Other duties as assigned.
- Job Specific Technical Skills & Competencies
- Strong customer service skills.
- Excellent communication skills with the ability to actively listen and empathize.
- Ability to leverage math and analytical skills to assist with billing inquiries.
- Strong multitasking skills including the ability to apply typing skills and system navigation to proactively address customers’ needs and concerns.
- Graduate in the finacial sector
Prior customer service and/or call center experience a plus