Note: The job is a remote job and is open to candidates in USA. The Baldwin Group is a leading MGA that specializes in creating tailored insurance solutions. They are seeking a Licensed Customer Service Representative to handle incoming and outgoing calls, process customer service emails, and manage policy changes while ensuring high-quality service to clients.
Responsibilities
- Maintains a concern for timeliness and completeness when interacting with clients, brokers or insurance company partners to create a positive experience
- Documents all activity in on-line client file to ensure quality and responsiveness
- Personally, provides prompt, efficient, high-quality service to all clients
- Resolves product or service problems by clarifying the customer's complaint and recommending the best solution to solve the problem
- Attracts potential customers by answering product and service questions. Makes suggestions about other products and services based on client needs
- Maintains a quality result by following established procedures and making recommendation for changes
- Open, cancels and updates client policy information based on requests received
- Provides system and procedure training to new colleagues and acts as subject-matter expert for colleagues
- Continuously evaluates current processes for improvement and/or efficiency
- Handles complex client escalations for colleagues ensuring client satisfaction and assists in managing the day-to-day operations
Skills
- Minimum of 2 years of Customer Service experience and/or 1 year of Call Center experience
- Must have Personal Lines Insurance License
- The ability to learn appropriate firm software systems
- The ability to learn insurance products and grow in product knowledge
- The ability to apply knowledge and experience to explain products and/or policy to members in clear and relatable terms
- Capable of multi-tasking and prioritizing workloads while adhering to deadlines
- The ability to interact and communicate effectively in a team environment to share knowledge and manage workflows
- Demonstrates the firm's behavioral tenets, exuding behavior that is aligned with the corporate culture
Company Overview
The Baldwin Group is an advisory firm that delivers insurance, risk mitigation, and wealth management solutions for businesses. It is a sub-organization of The Baldwin Group. It was founded in 2011, and is headquartered in Tampa, Florida, USA, with a workforce of 1001-5000 employees. Its website is https://baldwin.com.