Customer Service Advisor- InsuraMatch

Who Are We?

Taking care of our customers, our communities and each other. That’s the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 160 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.

Job Category

Customer Service

Compensation Overview

The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards.

Salary Range

$35,400.00 - $58,500.00

Target Openings

1

What Is the Opportunity?

Our Customer Service Advisor trainees will work in a dynamic service center where professionalism and commitment to our team environment is highly valued. Advisors handle a large volume of inbound calls from our customers, agents, and third parties. Within established timeframes, the Advisor assists customers, agents, and third parties with policy inquiries and changes, billing questions and technical support. Advisors respond to agent requests for quotes or changes to policies or product lines, as well as customer support on policy options such as basic coverages and discounts. This role handles a high volume of inbound calls. The Advisor will also process policy change requests, policy audits, work independently on project assignments and other work handled in the Customer Solutions Center. Advisors are expected to exercise good judgment, flexibility and friendliness in their interactions. As part of the hiring process, this position requires the completion of an online pre-employment assessment. Further information regarding the assessment including an accommodation process, if needed, will be provided at such time as your candidacy is deemed appropriate for further consideration. This job works under direct supervision and does not manage others.

Class Room Training Schedule:
9 AM - 5:30 PM EST. Monday - Friday for 4 weeks

Following training, you will assume your assigned work schedule.

We are offering the following shift schedule:

Monday - Friday:
11:30 AM - 8:00 PM EST
Weekend: Rotating Saturdays: 1 Saturday every 4 weeks - 9:00 AM - 5:30 PM EST

What Will You Do?

• Learns how to answer questions regarding policies, coverages and premiums; assumes ownership for thorough follow up on all contacts.
• Learns how to deliver first call resolution to make it easy for the customer.
• Learns how to respond to customer/agent requests for quotes or changes to existing policies.
• Learns how to review cancellations and reinstatements and makes appropriate decisions to resolve with guidance.
• Learn how to ensure current and complete documentation of all account notes.
• Upon completion of training, this role will:
• Assist customers with simple intent calls.
• Accurately enter and update policy information into the various processing systems and handle phone inquiries.
• Develop and foster Agent/Company Relationships.
• Perform research and initiate changes/corrections to customer’s policies according to established procedures and sound business judgment.
• Meet and/or exceed the expectations of customers and agents, providing professional and efficient service at all times through positive interactions and extensive product knowledge.
• Perform other duties as assigned.

What Will Our Ideal Candidate Have?

• Resident state Property and Casualty or Personal Lines Insurance License preferred.
• A Bachelor's degree from an accredited four-year college or university is a plus.
• Prior insurance and/or call center experience preferred.
• Previous customer service experience preferred.
• High energy and motivation to follow up and take ownership.
• Flexibility and ability to work under pressure.
• Excellent communication, organization, and interpersonal skills.
• Willingness and ability to learn new functions within the Customer Solutions Center.

What is a Must Have?

• High school diploma or GED required.

What Is in It for You?

• Health Insurance: Employees and their eligible family members – including spouses, domestic partners, and children – are elig