Customer Service Rep

Occupations

Job 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: 

• Developing Communication Skills

COMPUTER SKILLS:

• Strong Keyboard and Systems Navigation Skills

OTHER:

• Basic understanding of necessary underwriting principles and authorities
• Proficient in customer service and policy service skills

Technical Skills - Developing Customer Service Skills - Developing Teamwork Skills - Competent Billing/Processing and Product/Underwriting Knowledge - Developing Based on business requirements, may require holding/obtaining valid agent license and be eligible for multi-state licensing (if applicable) Incumbents are developing proficiency in the required duties and are responsible for the delivery of professional response to assigned tasks and provide appropriate support to established service objectives

Incumbents generally work with some supervision and handle requests, problems and issues following established policies and procedures, seeking assistance on non-routine matters.

NOTE: (retail)Incumbents in this level generally work with agents and/or are developing proficiency handling customer calls.
(affinity) Incumbents in this level are given time to become proficient in the job requirements.

It is expected to take generally 1 year to develop proficiency. Exceptions may include those individuals with prior customer service/call

Travelers is an equal opportunity employer. We actively promote a drug-free workplace.