Direct Customer Care Agent I

Job Description Direct
Customer Care Agent 1

Job Summary

This is an entry level Direct Customer Care
Agent I position requiring a moderate level of technical competence. As a
Direct Customer Care Agent I, you will be responsible for handling incoming and
outgoing calls regarding underwriting and billing issues, program inquiries and
other corporate subjects. The ideal candidate should possess a passion in
delivering excellent customer service and an ability to establish real
connections by helping our agents and customers with their insurance needs.

Job Responsibilities

• Respond to incoming calls

• Provide prompt and accurate information to
caller’s inquiries

• Make Outbound retention calls

• Follow up on policy suspense items

• Provide strong team focus

• Respond to customer inquiries in accordance
with Company Customer Quality Standards

• Ensure compliance with industry and company
policies

• Understand regulatory/statutory requirements
in accordance to underwriting guidelines

• Properly utilize the policy management
system and understand it’s features and functionality

• Meet established department goals and
objectives

• Organize work schedule to achieve timely
processing of all responsibilities

Requirements

Job Qualifications

Formal Education & Certification

High School diploma or equivalent. Two years
post-secondary education strongly preferred.

Knowledge & Experience

1-2 year’s work experience in a complex
customer sales service environment.

Skills & Competencies

• Must be able to work in a fast-paced
automated production environment.

• Excellent PC skills are required.

• Must have the ability to autonomous
decisions based on multiple facts.

• Works as a team player.

• Must be professional and maintain acceptable
level of integrity and professionalism.

• Bi-lingual (English & Spanish) required.