Service Specialist

Job Description:

The Service Specialist is an entry level customer support position responding directly or indirectly to policyholder and/or agent inquiries and providing basic processing of customer requests with the primary goal of customer retention.

Key Responsibilities:

• Answer incoming policy holder and agent calls, letters and e-mails regarding billing issues, policy provisions, service questions and general client concerns while maintaining a high level of professionalism and working to establish a positive rapport with every caller
• Recognize new or more complex issues and consult or forward to more experience staff
• Update customer information in the database during and after each call
• Review files, process requested changes and financial transactions, send correspondence with confirmation documentation
• Stay updated on product knowledge, department procedures, company policies and privacy rules
• Process payments by phone
• Perform receptionist duties when needed
• Assist with department and company projects
• Update department letters and assist other departments with letters when needed
• Research policy files/changes to prepare detailed client correspondence and reply to customer complaints

Experience and Qualifications:

• Basic computer skills including Windows and Microsoft Outlook, Word and Excel
• Personable and professional telephone etiquette with the ability to remain courteous with customers at all times
• Must be able to learn, comprehend and apply knowledge of products and procedures
• Strong organizational skills
• Problem solving abilities
• Strong written and oral communication skills necessary
• Self-motivation

Education:

• High school diploma or GED required

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