This is a great opportunity to start a career with a company that makes a difference in people’s lives. MMG prides itself on exceptional customer service, a friendly and flexible work environment, and professional employee development. We offer a competitive benefits package with a strong 401k, industry education, and degree completion assistance. Our Customer Service Representatives serve as the Company’s first point of contact for customers. They provide customer service and telephone assistance with payments, billing, policy and claims information; technical support and various other general inquiries. This position is located in our Presque Isle, ME office and will be required to work from the office a minimum of 3 days per week.
Job Title: Customer Service Representative
Department: Customer Service Department
Reports To: Manager
SUMMARY
Serves as the Company’s first point of contact for customers. Provides customer service and telephone assistance with payments, billing, policy and claims information; technical support and various other general inquiries. Performs various data entry assignments to support the production and servicing of insurance policies. Sets-up all reported First Notices of Loss.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Talks with insurance agents, policyholders, claimants and representatives of financial institutions (aka “customers”) via the telephone. Answers questions, receives requests for policy changes, and keys into the computer system.
- Provides accurate billing and/or cancellation information to customers, and other entities, as needed.
- Provides claims status information and sets-up all reported First Notices of Loss.
- Documents calls from customers using an Imaged “Underwriting Note” to the policy for recordkeeping and purposes of verification
- Processes customer credit card payments received via the telephone.
- Applies average product knowledge including, but not limited to, Company underwriting guidelines and policy forms, Insurance Services Office's manuals and forms as well as knowledge of and familiarity with rating processes for all Company product offerings.
- Maintains above average working knowledge of all of the Company’s computerized customer service platforms (i.e., Imaging, Verify.NET, Agency Management System, Policy System, Billing System, Agency and Insured Portals, and all other systems that may be required to perform job duties).
- Provides basic technical support to customer and agents utilizing MMG’s on-line services (MyMMG and MaineGate).
- Provides e-mail responses to inquiries or feedback received from customers via MMG’s public website and/or MyMMG registered policyholders.
- Prepares insurance policies for the issuance of new, renewal and endorsed policies.
- Applies average product knowledge to determine if the endorsement request or other transaction type requires referral to the underwriting, claims or accounting departments.
- Keys new business and renewal policy information as well as endorsement changes to policies into the Company's computer system using a personal computer by keying alphabetical, numerical or symbolic data from source documents following formatted screen display.
- Performs data entry for cancellations for non-payment of premium, cancellations for underwriting reasons and cancellations requested by insureds.
- Processes Direct Notices of Cancellation (DNOC) and Direct Notices of Non-Renewal (DNNR).
- Compares data entered with source documents and verifies accuracy of data entered on the policies as well as verifying the accounting records of policies endorsed. Concurrently, reviews accounts for any other changes to be processed.
- Deletes incorrectly entered data and re-enters correct data.
- Prepares quotes for agents and underwriters through the use of the Company's computer system.
- Answers questions and informs agents and customers of billing amounts and due dates created by processing changes requested.
- Verifies non-imaged policies for accuracy.
- Identifies errors on imaged applications and endorsement requests and routes appropriately.
- Serves as a department contact for IS and/or others in the company for system changes, product development and testing, as needed.
- Disposes of obsolete files in accordance with established retirement schedule or legal requirements.
- Develops and maintains Company/Agency relations through the delivery of friendly, courteous, prompt service.
- Travels as required to perform the essential duties and responsibilities of the position and to fulfill educational requirements. (May include overnight stays.)
- Other duties may be assigned.
OTHER SKILLS AND ABILITIES
- Demonstrates above-average telephone skills.
- Demonstrates above-average interpersonal, relationship skills.
- Possesses above-average keyboarding skills, speed and accuracy.
- Possesses the ability to accurately operate an adding machine/calculator.
- Demonstrates flexibility by adapting to a rapidly changing environment.
- Demonstrates the ability to multi-task effectively and efficiently.
- Exhibits tendency to be detail-oriented.
- Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
- Demonstrates the ability to consistently maintain a positive attitude.
- Works cooperatively and productively with employees.
EDUCATION and/or EXPERIENCE
Associate's degree and 1-2 years related experience and/or training; or equivalent combination of education and experience.