Contact Center Representative - Inbound jobs in Doylestown, PA

Introduction

Overview

There’s never been a better time to join NJM!  With a nationally ranked reputation for outstanding customer service and a history that spans more than a century, NJM is a leading provider of worker’s compensation, automobile, and homeowner’s insurance in New Jersey. It is an exciting time to join NJM as we are expanding into other states.                                                                                                                                                                                              

Become a member of our team and you’ll be part of company who operates for the benefit of its policyholders and is committed to maintaining the highest levels of service. Team members are offered a competitive compensation package and benefits including: a 401k plan, health coverage, a generous paid time off plan, and much more!                                 

The Commercial Customer Contact Center Representative is the primary NJM customer contact via the phone, or other means of communication for commercial lines business. The representative provides timely customer service via incoming telephone calls in an automated call delivery environment. They assist with responding to inquiries from direct written policy holders, agents, regulatory agencies, and internal sources. They assume ownership and timeliness in handling customer inquiries and policy change requests in an efficient, accurate and professional manner.

Responsibilities

• Responds promptly and accurately to inquiries from policyholders, brokers, regulatory agencies and internal through all available means of contact. Communicates with customers to review coverages, obtain and review pertinent information essential to underwriting commercial lines risks.
• The representative may handle coverage verifications, requests for identification cards, certificates of insurance and reinstatement requests based on Level of Authority. The representative may also prepare special letters to address underwriting concerns and enter data for mid-term changes and renewals.
• Works directly with our sales department to provide customer assistance with inquiries related to exposure pricing and coverage verification.
• Sets up appropriate Policy Center activities for required future action.
• Exercises independent judgment in reviewing exposures to ensure they fall within established level of authority guidelines.
• Demonstrate the ability to analyze information to make appropriate decisions and solve problems.
• Learn basics for Property and Casualty insurance principles and company products.
• Navigate multiple systems and applications to research, analyze and resolve customer inquiries.
• Maintain established levels of productivity and quality standards within a fast-paced environment.
• Process assigned work and handle call volumes within the established timeframe.
• Works well with both internal/external business partners to provide quality products and services for our customers.
• Assists with training internal staff as needed.
• Provides back-up to operations staff on an as-needed basis.
• Works on special projects and assignments and completes other duties as assigned.

Requirements

• Strong customer service skills including oral and written communication.
• Experience in a call center or customer service environment a plus.
• Knowledge of customer service principles and practices.
• Strong communication, interpersonal and writing skills.
• Ability to work independently and in a team to complete assignments in a timely manner.
• Strong organizational skills, ability to handle multiple priorities; must be detail oriented.
• Demonstrated commitment to team and departmental goals.
• Ability to make informed decisions, achieving the appropriate results.
• Strong decision-making capabilities.
• Excellent data entry skills are required.
• Experience with BOP, CPP, WC, CGL and UM a plus.
• Proficiency in using computers, Microsoft Office Suite, and automated insurance processing systems.
• Bachelor's Degree preferred or minimum of 2 years’ working experience in Commercial Property and Casualty Insurance.
• Property & Casualty License preferred (training will be provided with the expectation that a license will be obtained within the first 6 months of employment).

Legal Disclaimer: NJM is proud to be an equal opportunity employer. We are committed to attracting, retaining and promoting a diverse and inclusive workforce that is fully representative of the diversity that exists in the communities in which we do business.