Customer Service Representative

The Importance of this Role

We are looking for a Customer Service Representative who serves as the technical bridge between our agency and the insurance carriers. You will be tasked with advocating for our clients by navigating complex carrier requirements.

Your Responsibilities

• Carrier Advocacy: Make outbound calls to insurance carriers to resolve billing issues, policy discrepancies, and underwriting requirements.
• Licensed Processing: Process transactions and policy endorsements that require an active insurance license.
• Complex Resolution: Manage escalated tickets and email correspondence that require deep investigation.
• Documentation: Ensure correct documents are obtained from carriers and sent to clients.
• Collaboration: Act as a resource for the CSR I team regarding complex policy questions.

Our Expectations of a Customer Service Representative

• We Champion Our Customers: Even when dealing with difficult carriers, be proactive. If something is not right, own it. Be the customer's advocate behind the scenes.
• Accountability: Own every interaction—see it through to completion. You own the outcome.
• Feedback First: Welcome feedback with curiosity, not defensiveness. It is our responsibility to help each other grow.
• Professionalism: Be calm, professional, and empathetic. You represent Matic to our carrier partners.
• One CST: Regardless of role, we are one team working together.

Requirements

• Effective communication skills, specifically the ability to negotiate and inquire with corporate carrier representatives.
• Tenacity and persuasiveness when it comes to doing what’s right for the client.
• Ability to understand a customer’s situation and provide options towards resolution.