Job Description

Purpose
To handle telephone and electronic inquiries from agents-brokers, insureds, regulators, customers, claimants, prospective customers and refer to the appropriate business unit, service unit or claims office to enable customers to solve complex problems and improve business.

Key Accountabilities

• Research, respond to and resolve telephone and electronic inquiries from customers.
• Handle distributor remuneration, support the implementation of sales initiatives, networks, events and systems, execute the liaison between the field and internal areas on customer and distributor issues and maintain management data in the Sales and Distribution systems.
• Handle Department of Insurance and Consumer Complaints cases.
• Enter inquiry data into tracking system.
• Resolve difficult situations that may require extensive research and knowledge.
• Identify appropriate business or marketing reps for agents seeking appointments, identifying agents for prospective customers who wish to purchase insurance from the Organization and locating claims office staff for insureds and other parties calling to report claims.
• Provide advice and product expertise to customer service staff, team members, agents-brokers, insureds, regulators, customers, claimants, prospective customers.
• Anticipate, recognize and respond to needs of customers.
• Support implementation of customer initiatives.
• Provide status updates.
• Resolve technical problems by referring to policies, procedures, specifications.
• Make recommendation by comparing alternatives for solving problems or improving procedures or products and provide recommendations.
• Provide technical expertise for short-term, defined scope projects.
• Train new Customer Support Associates.

Job Requirements