Customer Service Representative

Occupations

Job Description

DESCRIPTION:

Solid reputation, passionate people and endless opportunities.

That's Travelers.  Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees.  You will find Travelers to be full of energy and a workplace in which you truly can make a difference.
     
SUMMARY:

Incumbents are accountable to build/maintain effective relationships with customers/agents.  Will provide customer service to customers/agents over the phone at a level that is consistent with Travelers Business Center quality and productivity goals.  May counsel on coverage needs for existing customers and up-sell business where appropriate.  May provide quotes and issue new policies for existing lines/products.

PRIMARY DUTIES:

•Counsel customers/agents on underwriting eligibility and policy coverage and/or options
•Within established timeframe, provide phone requested quotes to customers/agents for changes to existing lines or products.
•Upgrade coverage and sell new coverage/products to existing customers as appropriate
•Review phone requested cancellations and reinstatements and make appropriate decisions to resolve
•Resolve service related complaints and process complex customer calls, answer customer/agent policy and billing inquiries and assist in the handling of irate callers, difficult billing scenarios, etc
•Act as on-line billing systems and agency portal website expert to provide proactive agency support as well as assist co-workers in mastering these systems and sell their benefits to the agents. May provide agency and internal support on information input processes
•Up-sell existing coverage/lines for current customers who are relocating. •In this capacity, refers exception underwriting situations to -Underwriters, according to defined procedures within business area or business center
•Handle special projects/other related assignments as delegated by Team Manager

Job Requirements

COMMUNICATION SKILLS:

•Learning Communication Skills

COMPUTER SKILLS:

•Strong Keyboard Skills
•Developing System Navigation Skills

OTHER:

•Previous customer service or call/service center environment; or, some College.  Prior insurance experience a plus
•Ability to communicate and/or sell Travelers products/svcs
•Basic math and analytical skills

Where required:

•State license
•Strong keyboard skills
•System expertise to support svc/admin of accounts
•Customer Service Skills - Learning
•Teamwork Skills - Developing
•Billing/Processing and Product/Underwriting Knowledge - Learning
•Based on business requirements, may require being able to obtain valid agent license and be eligible for multi-state licensing (if applicable)

Incumbents progress through 2 levels of training.  The first is formal classroom training to learn about Travelers products, services, underwriting policies/ procedures, customer service techniques and counseling skills.  The second phase consists of on-the-job training where incumbents may be assigned to an experienced coach to monitor their work; in some business areas, trainees complete 3 months on the floor before being evaluated.
Incumbents are expected to learn applicable processes and practices related to performing the tasks required of the position

NOTE:

Training generally is completed in
12 to 18 months.  Obtain a license or be working to obtain a license.

HOURS: 11 AM - 8 PM
     
Travelers is an equal opportunity employer.  We actively promote a drug-free workplace.

APPLY:

To apply, CLICK HERE