Job Description
Marsh McLennan Agency is a company that supports its customer service delivery as the primary point of contact for customers. The role involves interacting with customers to resolve inquiries and issues promptly and efficiently, while providing exceptional customer service.
Responsibilities
- Interacts and provides exceptional customer service to customers, including difficult or irate customers by phone, in person, or by email to deliver the best service possible
- Answer incoming phone calls promptly and complete requested tasks or direct calls to the appropriate person in the company if the inquiry cannot be resolved on the first contact
- Place outbound calls as necessary to complete Customer inquiries
- Answer and service customers regarding billing issues including receiving and processing payment when applicable
- Perform duties in accordance with Customer Service Center’s objectives and standards for customer and third-party inquiries such as:
- Issue Auto ID cards and other related documents
- Changes to mailing address
- Addition/deletion of auto(s)
- Cancellation requests, generate LPR, distribute to customer
- Issue copies of certificates of insurance (COIs), proof of coverage, and evidence of insurance (EOI)
- Other general inquiries
- Process direct bill reinstatements received from customers, agents and account managers
- Adhere to established customer service and documentation standards required timeframes; perform duties within defined service standard levels
- Respond to carrier requests for additional information
- Assist customers and agents with claim intake and report of claims to carriers, including follow-up on claim status at the request of the customer or agent
- Place outbound call to customer after claim has been submitted to ensure adjuster contact
- Assist other team members as needed to meet agency, team, and individual goals
- Performs other duties as assigned
- Adheres to the company’s Attendance Management Policy
- Assist in the training of other employees as necessary
Skills
- High school diploma or general education degree (GED)
- Demonstrate a positive, service-oriented attitude toward customers, agents, and employee peers
- Basic knowledge in P&C Insurance
- Type 35 wpm accurately and 10-key by touch
- Excellent verbal and written communication skills
- Demonstrated ability to operate general office equipment (copier, fax, etc.)
- Demonstrated ability to work independently in a fast-paced environment
- Ability to prioritize work, manage time effectively, and handle multiple tasks
- Experience with or knowledge of PC navigation and Microsoft Office Suite of Products and applications
- Demonstrated knowledge of and skill in customer service orientation
- Demonstrated knowledge of and skill in oral and written communication
- Demonstrated knowledge of and skill in time management and prioritization
- Demonstrated knowledge of and skill in organization
- Demonstrated knowledge of and skill in detail and results oriented
- Demonstrated knowledge of and skill in teamwork
- Demonstrated knowledge of and skill in adaptability
- Must be able to work on weekends and flexible hours as determined by the requirements of the position
- General insurance knowledge
- 1-3 years customer service experience
- Hawaii State Property & Casualty Solicitor's License
Benefits
- Health and welfare
- Tuition assistance
- 401K
- Employee assistance program
- Domestic partnership benefits
- Career mobility
- Employee network groups
- Volunteer opportunities
- Other programs
Company Overview
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