Client Service Rep, Call Center - Remote

Licensed Customer Service RepresentativeWithin our Customer Response Center, the Remote Customer Service Representative provides timely, accurate and responsive information and service to policyholders and agents for a division of Personal Lines products, plans and programs. Independently solve problems relating to policies within scope and escalate others as appropriate. Identifies, analyzes, and owns customer policy needs to ensure high customer satisfaction, growth and retention of business.Active P&C Producers insurance license REQUIRED in addition to at least 2 years actively using the license.Training start time will be 9AM - 11AM.Location will be remote/virtual.Paid training is Monday - Friday, 9:00am - 5:30pm EST (full time). Training is a critical component to your success and that success starts with reliable attendance. Attendance and active engagement during training is mandatory for success in this role.After onboarding and training is complete, go-forward shifts will have a start time between the hours of 8am and 10:30am EST/8-hour shifts.One weekend day (Saturday or Sunday) will be required with an alternate day off mid-week when working the weekend.All equipment is provided. However, to work from home you must have dependable, wired internet connectivity with an upload speed of at least 5Mbps and a download speed of at least 25Mbps along with a quiet, secure, distraction free place to work.Provides exceptional customer service by responding promptly to all inbound customer calls regarding personal lines policies, limited by line.Works to retain policyholders who inquire about canceling auto policies through open listening, negotiating, and policy review of customer issues.Processes policyholder transactions accurately and within Customer Response Center established time standards.Interprets policy contracts to insured based on expert knowledge of personal lines auto products.Understands aspects of billing systems as it pertains to policy coverage.Identifies and communicates transactions and impact to policy premium.Manages and utilizes time effectively to ensure department meets required service levels for improved customer satisfaction results.Proficiently utilizes on-line reference materials relating to auto policies to provide confident, accurate, and efficient service.Utilizes technical systems, effectively and efficiently, including desktop, call center specific phone systems and has required internet connectivity.3-5 years related Customer Service experience is required.Ability to review, record and organize written data from a variety of sources with no prescribed format is essential.Personal Lines producer insurance licenses required upon hiring and training.This position may have in-office requirements depending on candidate location.**By providing protection for the unexpected and delivering it with care, we help people embrace today and confidently pursue tomorrow.We are proud to support a diverse, equitable and inclusive workplace, where all 45,000 employees feel a sense of community, belonging and can do their best work. We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being.We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.