United Spinal Association Jobs

Insurance Services Representative Job Summary: Under general supervision, in a 24/7 in-bound call center environment Insure Response Service Representatives will interact with [customers to provide prompt, courteous customer service, which meets or exceeds service standards. Representatives will utilize applicable software programs, websites, and internal procedures to respond to customer inquiries, file first notice of loss information for insurance companies, process rate quote requests from customers and provide professional and administrative services for our Clients]{#_Hlk3466051}. All calls and actions taken on the call will be thoroughly documented. Services will be provided by clearly communicating in a user-friendly, professional manner. Representatives will perform related work and participate on special projects as assigned. *Duties and Tasks/Essential Functions:**

• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;
• Interact with customers to provide and process information in response to inquiries, concerns and requests about insurance products or other professional services;
• Gather customer's information and determine required steps for results and resolutions;
• Educate prospective clients on product features and benefits, identifying needs and qualifying accounts;
• Process mail and documentation according to established processes;
• Understand and utilize all resources available to accomplish assigned tasks;
• Follow standard processes, procedures, regulations and guidelines to include internal, client-mandated and government maintained;
• Abide with all mandated compliance processes and procedures to protect end user's vital data;
• Identify and escalate priority issues per Client specifications;
• Accurately process and record call transactions using a computer and designated tracking software;
• Handle customer questions, complaints, and inquiries with the highest degree of courtesy and professionalism;
• Offer alternative solutions where appropriate with the objective of obtaining and retaining customers' and clients' business;
• Organize ideas and communicate oral messages appropriate to listeners and situations;
• Follow-up with and make scheduled call backs to customers where necessary;
• Stay current with compliance and process information, changes and updates;
• Actively participate in training programs and cross-training to maximize team efficiency and maintain or exceed service standards; and
• Communicate openly with Supervisor and other team members to ensure accurate responses and to avoid duplication of efforts

Skill and Knowledge Qualifications:

Ability to speak and write clearly and accurately

Proper phone etiquette

Demonstrated proficiency in typing and grammar

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