About the position
The Customer Service Associate - Premium Audit position at Travelers involves providing essential customer service support to insureds, agents, and internal customers. This role is primarily focused on handling routine customer service calls and emails, resolving less complex inquiries, and ensuring that customer concerns are addressed in a timely manner. The incumbent will communicate with insureds and agents regarding policyholder report completion and premiums developed at audit, explaining routine audit results and terminology related to commercial lines insurance policies. In this role, the associate will research and identify problems or disputes raised by insureds or agents, utilizing various resources such as imaged files, Workers Compensation, General Liability, and Classification manuals. It is crucial to document all concerns raised by insureds and the subsequent actions taken by the department. The associate will analyze incoming communications to determine the accuracy of audits, whether revisions are needed, or if accounts should be referred to a resolution specialist. Additionally, the position requires communication with Audit Managers regarding information received from insureds concerning physical audits and assisting Accounting and Marketing offices with referrals related to audit information or procedures. Maintaining a current working knowledge of basic rules, regulations, and classification procedures applicable to premium determination is essential. The associate will also need to stay informed about state regulatory auditing requirements and have a solid understanding of Commercial Line insurance and Premium Audit procedures. Other duties may be assigned as necessary, making adaptability and a willingness to learn important traits for success in this position.
Responsibilities
- Handle customer service calls and emails of a routine nature.
- Provide direct customer service to insureds, agents, and internal customers.
- Communicate with insureds and agents on less complex questions regarding policyholder report completion and premiums developed at audit.
- Explain routine audit results and terminology on vouchers for commercial lines insurance policies.
- Research and identify problems and disputes raised by insureds or agents using various resources.
- Document insureds' concerns and all subsequent actions taken by the department.
- Resolve issues and respond in a timely manner to questions from agents and internal/external customers.
- Analyze incoming calls/emails to determine if audit is correct, if revision is needed, or if account should be referred to a resolution specialist.
- Communicate with Audit Managers regarding information received from insured concerning physical audits.
- Assist Accounting and Marketing offices with referrals regarding audit information or procedures.
- Maintain current working knowledge of basic rules, regulations, and classification procedures applicable to premium determination.
- Maintain a working knowledge of state regulatory auditing requirements.
- Maintain a working knowledge of Commercial Line insurance and Premium Audit procedures.
- Perform other duties as assigned.
Requirements
- High School diploma required.
- One year work experience in a customer service role.
- One or more years exposure to call center or insurance/premium audit work experience is preferred.
- Excellent oral and written communication skills required.
- Strong analytical and reasoning skills preferred.
- Good Microsoft Office skills preferred.
Nice-to-haves
- Strong analytical and reasoning skills preferred.
- Good Microsoft Office skills preferred.
- Clearly expresses ideas, recommendations, etc. verbally and in writing preferred.
Benefits
- 401(k) matching
- Paid time off
- Wellness program
- Health Insurance coverage from the first day of employment
- Pension Plan funded by Travelers
- Minimum of 20 days Paid Time Off annually
- Nine paid company Holidays
- Access to free professional counseling services through the mental health program
- Volunteer Rewards program for community involvement
