Customer Care Representative

Essential Functions:

Models ethical behavior and executes job responsibilities in accordance with Citizen's core values, ethics, and information protection policies.

• Effectively respond via the telephone to concerns of both internal and external customers. Take ownership of each call, handling it until resolution is reached, which includes follow-up, as necessary to ensure that the actions promised to the caller are completed. Act as the caller's advocate via the telephone to ensure the caller's concerns are addressed.
• Process basic underwriting endorsements and/or policy changes within approved authority level and perform transactions according to latest corporate standards, manual rates, guidelines, and procedures.
• Review various supporting documents for compliance with departmental guidelines, which may include gathering and forwarding information to other areas for handling or consideration.

Knowledge:

• Proficient in MS Office: Word, Outlook & Excel
• Maintains a working knowledge of the Manual of Rates, Rules, and Procedures
• Effective written and verbal communication skills
• Ability to obtain, organize and present information.
• Ability to handle multiple tasks as assigned.
• Ability to interpret basic insurance coverage.
• Ability to interpret policies and procedures.

Skills & Abilities:

• Effective written and verbal communication skills.
• Ability to obtain, organize and present information.
• Ability to handle multiple tasks as assigned.
• Ability to interpret basic insurance coverage.
• Ability to interpret policies and procedures.

Relevant Experience:

• 1 or more years of customer service experience.

Education:

• High School Diploma or Equivalent
• Associate degree OR 2 years relevant experience, OR a combination of college education and relevant experience equivalent to 2 years
• Bachelor's Degree OR 3 years relevant experience, OR a combination of college education and relevant experience equivalent to 3 years

Preferred Qualifications:

• 220, 440, 520/620 License
• Bi-lingual Spanish & English
• Knowledge of Property/Casualty insurance operations and common policy elements
• Insurance underwriting operations.
• Five years of call center and live chat experience

Citizens is Proud to Be an Equal Opportunity Employer

Physical Requirements:

Frequent:

• Stationary position
• Position self (to), move
• Communicate, Detect, Converse with, Discern, Convey, Express oneself, Exchange information.
• Detect, Determine, Perceive, Identify, Recognize, Judge, Observe, Inspect, Estimate, Assess
• Position self (to), move
• Move, Transport, Position, Put, Install, Remove

Occasion:

• Operate, Activate, Use, Prepare, Inspect, Place, Detect, Position
• Ascend/Descend, Work Atop, Traverse
• Move, Transport, Position, Put, Install, Remove
• Exposed, Work around
• Move, Traverse
• Travel

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