Job Position/Title: Remote Insurance Service Representative (Inbound Call Center)

** NOTE: Ideal candidate will have previous call center or customer service experience where the customer comes first. Any experience within the Insurance-P&C Insurance (Auto, Home, Umbrella) would be nice, but not required.

Location: 100% Remote (preferably in Eastern and Central Time Zones)

Starts: Monday 9/25/2023 (class training)

Hours: Must be able to work an 8 hour shift between the 8am-9pm EST (eastern time zone). Your exact 8 hour shift will be determined by performance and tenure within the company. Overtime worked as business needs require.

Job Summary:

This position is responsible for handling moderate to complex inquiries, addresses various types of policies and billing inquiries from internal or external customers in an efficient, professional and accurate manner and resolving service concerns while documenting customer requests, and completing changes to policies. Service to customers may include inbound/outbound calls, incoming correspondence, other communications sources and call transfers for service transactions.

Key Responsibilities:

Resolve routine, complex, and unique questions/issues.
Ensure facilitation of first call resolution and customer satisfaction on all transactions handled.
Employs probing questions and actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller’s situation.
Demonstrates accuracy in processing changes to customer policies based on the information provided and identifies opportunities for cross sales (if applicable).
Working knowledge of insurance policies and related processes and procedures.
Be able to handle any requests regarding customer documentation (to include all documents sent out by our company) and be able to clearly explain them including any follow-ups required on our customer’s part and updates as warranted
Remain current on new marketing campaigns in order to respond appropriately to marketing related inquiries using all available resource tool.
Inputs and tracks into the appropriate databases.
Supervisory Responsibilities:

This job does not have supervisory duties

Preferred Qualifications:

Education and Experience

High school diploma or equivalent experience
2-3 years customer service experience preferred
Certificates, Licenses, Registrations

A Property and Casualty / P&C license would be nice, but not required for the role
Functional Skills

Insurance background is preferred
Excellent level of communication skills (both written and verbal)
Excellent computer skills, including typing proficiency, multi-tasking between online applications, working knowledge of Microsoft© products (Outlook, Excel, folders)
Flexible and adaptable to business requirements for changes needed to service the customer
Collaborate with peers and management on special projects and committees
Apply good use of time management skills
Ability to prioritize and multi-task

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Remote

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National General prides itself on offering our employees a robust Total Rewards package which includes base salary. The base range offered for the role is: $36,000 to $40,560 and may vary based on internal equity, and job-related skills, knowledge and experience; among other factors. Other financial components may be added as part of the competitive compensation package, in addition to a full range of benefits, dependent on the level and position offered.

National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.