Customer Solutions Associate - RTS

Position Summary:

This position is focused on continuous improvement of the customer experience for insureds, agents and internal staff.  Working with productions teams, back-office teams, and external customers, the Customer Solutions Associate is responsible for providing excellent customer service to internal and external clients. This main function of this position is to triage incoming contacts and respond or redirect appropriately. 

Essential Functions:

• Provide excellent customer service to agents, insureds and internal staff. 
• Answer calls and respond to emails in an accurate and timely manner including General questions regarding billing, payments, ePay, NOC, etc.
• Responsible for triaging inbound questions from agents and internal business partners to ensure accurate handoff and timely resolution.
• Identify, communicate opportunities related to agent training, communication and processes. 
• Identify and communicate opportunities for process improvements. 
• The position will measure success with the following factors: 
  • Reduction in escalated calls  
  • Improved service satisfaction across our front office and agent client base 
  • Contacts managed within expected SLA’s 

Education/Experience/Skills:

• 2+ years of relevant experience in P&C required, preferably with customer experience in Excess and Surplus lines of business
• Excellent customer service, analytical and organization skills 
• Strong written and verbal communication skills 
• Ability to work in a fast-paced environment 
• Ability to work in a team environment  
• Ability to effectively manage time and priorities 
• Intermediate knowledge of MS Office, advanced knowledge of Excel is a plus 

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