Customer Service Representative II

Concord Group Insurance - Bedford, NH

Full-time - Entry Level

Bedford, NH

About the position

As a Customer Service Representative II at Concord Group Insurance, you will play a vital role in providing exceptional service to agency partners and policyholders. This position requires developing and maintaining a deep knowledge of the company's products, systems, and services to effectively respond to daily inquiries. You will also serve as a mentor to junior team members, ensuring high-quality service standards and contributing to the overall success of the organization.

Responsibilities

• Act as a mentor and training partner to junior team members
• Responsible for servicing agents and policyholders with information relating to policies including bills, payments, coverage information, etc.
• Handle an average of 35-45 inbound phone calls per day, and be responsible for end-to-end call resolution
• Respond to agency partners and policyholders through chats, emails, and telephone calls
• Follow-up on complex accounting payment issues with agents and policyholders
• Educate agents and policyholders to manage their accounts on our customer website
• Review policy documentation to ensure accurate delivery of information
• Complete policy premium audits
• Communicate with agents and customers regarding complex billing issues
• Process policyholder and agency correspondence

Requirements

• High school diploma or equivalent required, undergraduate college degree strongly preferred
• 2 years of property and casualty insurance experience or equivalent combination of education and work experience is preferred
• Ability to build rapport with agents, policyholders and team members
• Excellent communication, interpersonal, and problem-solving skills
• Must be dependable, reliable, and possess an energetic and positive attitude
• Proficiency in Microsoft Office suite of products, including Word and Excel

Benefits

• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Paid holidays
• Paid time off