Job Description

On behalf of our client, an industry leading Insurance Company, we are hiring Services Associates in the Massachusetts area to join their Personal Lines Agency Support Team. The position is anticipated to start in early January and is a temporary (with a duration of approx. 7 months) to permanent opportunity.

Position Overview/Summary:

As a member of the Agency Support Team, you will work with the firm's independent insurance agents, policyholders and field partners within a call center environment to create outstanding service experiences. The Agency Support Team functions as an extension of their agents’ offices by providing assistance related to personal lines insurance policies, premium billing and technical support.

By joining the team, you can expect to take part in an initial comprehensive virtual training program that will prepare you for success. You will learn the company's service philosophy, receive both systems and skills training and benefit from ongoing coaching and mentorship that will position you well for potential career growth within their Personal Lines organization.

Description:

Training and Development : 6-8 weeks of initial comprehensive virtual training (instructor-led and self-study) followed by ongoing training, coaching and mentorship

Schedule: Hours of Operation are 8:00am – 6:00pm EST, Monday – Friday.

Your daily 7.75-hour shift (38.75-hours/week) will be determined after training is complete. Shifts remain static after they are assigned but are eligible for adjustment in the future.

Responsibilities / Essential Functions:

• Receive inbound calls from agents, policyholders and field representatives in a dynamic call center environment.
• Timely manage an individual diary of pending items requiring follow-up via email or outbound phone call.
• Accurately interpret and verify new and renewal policy transactions, policy coverages and policy changes for agents.
• Communicate underwriting guidelines to agents.
• Respond to simple as well as complex billing inquiries from agents and policyholders.
• Provide agents and policyholders with technical support and troubleshooting on The Hanover’s systems.
• Partner with others within Personal Lines to resolve policy or billing related issues.
• Deliver highly positive service experiences consistent with our key performance metrics, quality standards and customer experience program.
• Make process improvement recommendations related to procedures, workflows and systems.
• Participate in special assignments and perform other duties as needed.

Key Measures of Success:

• Motivated by taking full ownership to help others, solve problems and create lasting positive impressions.
• Driven to be proficient with service delivery and quality metrics, insurance policy concepts, billing practices and technical troubleshooting skills.
• Comfortable working in a dynamic and structured call center operations environment.
• Receptive to coaching and feedback; flexible and adaptable to change; able to overcome obstacles.
• Thrives in a remote or an in-office working environment.

Position Requirements:

• Experience of up to 2 years in a customer service environment and role; call center experience is beneficial. Remote work experience preferred.
• Bachelor’s degree.
• To work remotely, hardwired Ethernet connections speeds of 10 mbps upload and 50 mbps download are required.
• Excellent telephone etiquette and service delivery skills.
• Strong communication skills and effective listening abilities.
• Effective organizational and time-management techniques.
• Exhibit patience and a positive outlook when working with agents and policyholders.
• Contribute to an environment of collaboration, accountability, respect and empowerment.
• Proficient with navigating personal computers and standard business software; able to learn call center and insurance industry specific software applications.
• Able to commit to the entirety of the virtual training program.

Physical Demands & Work Environment:

• Able to use a personal computer as well as call center software applications and wear a wired headset.
• Able to sit for extended periods (75% - 90%) while receiving and handling incoming phone calls.
• Able to meet performance expectations and internet speed requirements in a dynamic remote work environment.

If you are interested in this position, please reply with your resume in Word and we will contact you to discuss next steps.

Job Tags

Permanent employment, Contract work, Work experience placement, Work at office, Remote work, Monday to Friday, Flexible hours, Shift work,

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