Policy Services Representative presso None

POSITION SUMMARY: The Policy Services Representative is responsible for delivering the Association’s frontline customer experience. The Policy Services Representative has the role of attending to calls and correspondence, providing information with respect to insurance policies, billing, policy and procedures. They serve as the front line technical “Help Desk“ for basic systems issues as well as training new and existing agents on how to use our systems.

POSITION DUTIES AND RESPONSIBILITIES: THE FOLLOWING ARE THE USUAL, BASIC AND ESSENTIAL FUNCTIONS OF THE POSITION. HOWEVER, THIS JOB DESCRIPTION DOES NOT PRECLUDE THE PERFORMANCE OF OTHER DUTIES BY THE INCUMBENT. THESE FUNCTIONS ARE NOT TO BE CONSTRUED AS AN EXHAUSTIVE LIST OF ALL RESPONSIBILITIES, DUTIES, AND SKILLS REQUIRED:

- Assisting callers via phone (Agents, Policy Holders, and mortgage companies). (Approximately 50%)

- Working emails from Agents/Policy Holders (Approximately 25%)

- Daily offline/back office activities (Approximately 20%)

- Assist enterprise with additional duties as needed, including training and project work (Approximately 5%)

ESSENTIAL FUNCTIONS:

- Ability to maintain high quality standards when working with customers

- Adhere to Association telephone standards

- Ensure that calls get to the correct internal department when needed

- Demonstrate a working knowledge of TWIA/TFPA policies, procedures and rules to address basic internal and external customer processing issues

- Resolve processing issues from internal and external customers by researching account information and policy history from multiple systems, explaining policy processing steps, and taking appropriate action

- Access the SAP Business Objects for agency information

- Answer questions regarding coverage and policy transaction for all lines of business, and appropriately escalate agent or policyholder inquiries as necessary

- Interpret, with little assistance, those procedures and rules that interface other company processes, including accounting and claims

- Participate as subject matter expert for internal systems

- Access multiple systems (e.g., on-line reference manuals, agent training material, etc.) to obtain information needed to resolve basic customer issues or questions

- Effectively communicate with and engage with Underwriting Management

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

- Exceptional customer service skills, enjoy dealing with customers

- Ability to demonstrate critical thinking, decision making, and problem-solving skills

- Ability to multi-task and pay attention to detail

- Excellent communication, organization and time management skills

- Proficient with basic computer skills – Excel, Word and web browsers

REQUIRED EDUCATION AND EXPERIENCE

- 3 years of experience in a customer service environment

- High School diploma or equivalent

- Demonstrable job stability with previous/current employment

PREFERRED KNOWLEDGE, SKILLS, AND ABILITIES

- Four (4) years of experience in a customer service environment

- Previous experience assisting customers via telephone

- Working knowledge of insurance or prior insurance experience

- Bilingual abilities; English, and Spanish or Asian languages (such as Mandarin or Vietnamese)

PHYSICAL REQUIREMENTS

- This position requires the ability to sit, hear, converse over the telephone, and key frequently on a computer for long periods of time

- This position may require some limited overnight travel to complete training programs, activities, and meetings