Customer Onboarding Specialist

Description

Performs various sales and support duties including cross-selling DRC bound customers to obtain leads that assist in reducing acquisition costs. Able to fulfill customer requests related to right track, ID cards and billing transactions, customer account reviews such as billing and effective date review and changes, responding to internal and external requests for information and preparing documents and policy information. Performs other related support duties as requested, such as answering phones, outbound calling and assisting customers. Follows procedures and applies intermediate-level administrative skills and insurance knowledge to accomplish both routine and non-routine tasks and duties.

 

Responsibilities

• Provides exceptional customer service by engaging customer in outbound calls and addresses inquiries regarding all personal lines policies.
• Able to make high number of outbound calls.
• Builds rapport with each customer, and actively listens and responds to requests.
• Works to retain policyholders by actively asking about other lines of business and attempts to increase DRC goals by offering customer the opportunity to receive additional quotes and policies.
• Demonstrates fundamental understanding of all lines of Personal Insurance products with the ability to interpret and communicate policy terminology to customers.
• Ability to identify, understand and interpret customer needs to implement resolutions and make recommendations for additional lines of business.
• Basic understanding of Personal Insurance Departments and operations.
• Works with support supervisor, virtual peers and other departments to resolve standard and other services issues of limited complexity.
• Support sales initiatives as appropriate.
• Assists sales with building strong customer relationships and makes recommendations for improvements.
• Processes policyholder requests accurately and within established time standards.
• Assist customers with payment transactions, billing questions and offering customer additional billing options.
• Under moderate supervision, handles verbal complaints, including effectively managing difficult customer interactions, with some monitoring and coaching.
• Manages and utilizes time effectively to ensure department meets required goals, service levels and customer interactions for improved net promoter score.
• Utilizes on-line reference materials to provide confident, accurate, and efficient information and dialogue with customers.
• Responsible for satisfying ongoing internal compliance and necessary assigned trainings.
• Performs additional duties as assigned.

Qualifications

• Dependability, attention to detail, ability to follow/interpret procedures
• Basic level of skill required to open, create and modify various documents using the Microsoft Office suite (eg. documents, spreadsheets, e-mail, etc.) and enter/retrieve information using various applications/systems
• Ability to effectively exchange routine and non-routine information verbally and in writing and apply knowledge of the department`s policies and procedures
• High school education or equivalent, plus at least 1 year of relevant customer service or administrative experience