Call Center Representative

PRIMARY FUNCTION:

The Customer Service Representatives service our policy holders and agents in a broad range of requests. The customer processing services range from mortgagee changes, to billing questions, to resetting of agency and customer passwords. Customer Service Representatives service all customer needs and communicate to the Director of Operations improvements to the system or process inefficiencies which are a result of increases in, or unacceptable, call volumes or technology related calls.

DUTIES AND RESPONSIBILITIES:

• Provide customer service to customers and agents (internal and external) over the phone at a level that is consistent with NBIC’s company values.
• Handle difficult customer situations over the phone at a level that is consistent with NBIC’s company values.
• Answer underwriting, claims and billing questions on a front-line customer service level.
• Receive customer (policy holder) requests by telephone, email, and mail; analyze request and provide service or transfer request to appropriate party for handling.
• Respond to policy holder inquiries by telephone, email, or mail.
• Handle special projects and other related assignments as delegated by Manager
• Communicate to customers a variety of billing inquiries.
• Assist customers with our online bill payment options.
• Record and be aware of call patterns to communicate to team leader potential “root cause” problems within NBIC systems or processes.
• Interact with customers to resolve billing questions and resolutions.

EX PERIENCE, EDUCATION, SPECIAL SKILLS REQUIRED:

Describe specific requirements:

• High School Degree Required
• Excellent verbal and written communication skills
• Excellent problem solving capabilities
• Customer Service and Teamwork skills
• Proficiency with Microsoft Office products (Excel, Word, etc.)
• Property insurance and/or billing experience preferred but not necessary

Job Type: Full-time

Required education:

• High school or equivalent

Required experience:

• Call Center: 1 year