About the position
Countryway is seeking a dependable, customer service-oriented Insurance Service Specialist I for the Underwriting and Policy Services department. This position is responsible for handling in-bound and out-bound calls, policy processing activities and requests, and responding to inquiries and requests from both our insured members and our internal agents and team members to support an excellent customer experience. The ideal candidate will have excellent data entry skills, paired with exceptional oral and written communication skills, professional phone presence and ability to handle a high volume of processing work activities with precision. On a daily basis the Insurance Service Specialist will spend time answering inquiries, supporting policy updates and changes, researching information and requests and documenting information in systems with approximately 50-70% of engagements being phone based. This position is based out of our beautiful West Creek Office Park location and has a hybrid work schedule available, with a current plan for 3 home-based workdays and 2 in office workdays after a 6-month training period in office. Office hours are Monday-Friday from 8:30am to 5:00pm, making it a full-time position with a total of 37.5 hours per week.
Responsibilities
- Respond with high level of customer service to telephone inquiries and requests.
- Enter premium transactions associated with statistical data into computer system.
- Communicate with others (agents, policyholders, home office employees) to secure information needed to perform policy transactions.
- Revise policy information as requested by policyholders and follow through on requests forwarded for agent or underwriting approval.
- Maintain performance within acceptable Service Center quality standards including call volume database standards, Service Center call database standards, recorded calls audit, entry audits, and desk audits.
- Perform all other duties assigned by the Service Center Manager.
Requirements
- High school diploma or equivalent.
- Minimum 1 year data processing / documentation / reporting or similar experience.
- Experience or interest in phone customer service role.
- Experience working with customers to solve inquiries and document detailed information preferred.
- Obtain P & C license within 3 months of hire.
- Proven customer service skills.
- Excellent oral and written communication skills.
- Excellent data entry skills.
- Proven math and problem solving skills.
- Proficient in Microsoft Office suite.
- Proven ability to work effectively in a team environment.
- Excellent organizational skills and attention to detail.
- Ability to handle telephones independently (not signed on with another operator).
- Quality of work meets or exceeds proofing standards (work is no longer proofed by a Quality Assurance Analyst).
- Volume of work processed meets or exceeds standards.
Benefits
- Ongoing job development and support in all roles.
- Paid training and continuing education reimbursement.
- Medical and dental insurance available on your first day.
- Generous employee 401K contribution.
- Excellent Paid Time off (PTO) plan.
