Job Description

Responsible for answering customer queries, dealing with complaints, and providing potential customers with detailed information about our products. They interact with customers on a daily basis, helping them to understand their policies and answer any questions they may have about coverage or claims.

You should have a friendly and professional demeanor, good communication skills, and the ability to stay calm under pressure.

* Receives inbound calls to provide customer service support to policy holders, agents, 3rd party callers and new customers
* Conducts research through maximizing all available resources and provides the necessary information in response to queries from callers
* Provides resolutions to caller problems and issues including researching and exploring alternative solutions
* Creates promised solutions or after call work and escalates unresolved issues outside of his/her scope
* Accepts payment and initiates disbursement requests over the phone
* Navigates through a computerized data entry system or other relevant applications
* Manages documentation of all call information according to standard operating procedures
* Process callbacks for minor requests like faxing/emailing policy information, send letters to another address or confirmation of payments received
* Undertakes all compliance and regulatory training in line with company requirements
* Accountable in keeping up with process related learnings/training and meet performance standards set by the business
* Completes customer’s transactional requests as provided by caller.
* Employs probing questions and actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller’s situation
* Demonstrates accuracy in processing changes to customer policies based on the information provided
* Actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller’s situation.
* Ensure facilitation of first call resolution and customer satisfaction on all transactions handled.
* Be able to handle any requests regarding customer documentation (to include all documents sent out by our company) and be able to clearly explain them including any follow-ups required on our customer’s part.

Qualification Required

• College Graduate