DESCRIPTION OF DUTIES AND RESPONSIBILITIES:

PRIMARY FUNCTION: This position provides exceptional customer service utilizing the telephone; responding to the questions and concerns of our customers, primarily agents and mortgage company representatives.

ESSENTIAL FUNCTIONS: THE FOLLOWING ARE THE USUAL, BASIC AND ESSENTIAL FUNCTIONS OF THE POSITION. THESE FUNCTIONS ARE NOT TO BE CONSTRUED AS AN EXHAUSTIVE LIST OF ALL RESPONSIBILITIES, DUTIES, AND SKILLS REQUIRED.

• Effectively responds via the telephone to concerns of both internal and external customers.
• Utilizes multiple processing systems and maintains a working knowledge of the Manual of Rates, Rules and Procedures. This may include but is not necessarily limited to questions concerning risk eligibility, submission status, rating, premiums, cancellations and/or reinstatements.
• Gathers, organizes and forwards information to other areas for handling or consideration.
• Assists in other areas of the production unit as needed.

 REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

• Excellent telephone and verbal communications skills.
• Working knowledge of Property/Casualty Insurance operations and policy elements.
• Ability to obtain, organize and present information and ability to handle multiple tasks as assigned.
• Ability to use a telephone, P.C., facsimile machine, calculator, and copier.
• Understanding of production systems.

REQUIRED EDUCATION AND EXPERIENCE:

• Two years of education at an accredited college or university OR two years customer service related experience OR a combination of college education and customer service related experience equivalent to two years of college.
• Six months of customer service experience. 

PREFERRED KNOWLEDGE AND SKILLS:

• 220, 440, 520/620 License
• Bi-lingual in Spanish and English – required for six of the twelve temps
• Knowledge of Citizens Property/ Casualty Insurance operations and common policy elements. 
• Call center experience.
• Knowledge of ePAS or other systems used at Citizens.

PHYSICAL REQUIREMENTS:  

This position requires the ability to sit for long periods of time, hear and converse over the telephone, and key frequently on a computer (4 or more hours per day).

EOE: