ProSight Specialty Insurance

  • Senior Customer Care Associate

    Job Locations US-NJ-Morristown
    Posted Date 2 weeks ago(1/2/2019 3:25 PM)
    Job ID
    2018-1971
    # of Openings
    1
    Category
    Customer Experience
  • Overview

    As a Sr. Customer Care Associate on our Customer Experience team, you continue to demonstrate positive growth and a hunger for responsibility. Your intuitiveness allows you to address issues and escalate those that need immediate attention from the appropriate parties. You are creative when exploring possible solutions and articulate your ideas and recommendations with confidence. You are at the front line, anticipating the needs of ProSight’s customers, keeping them informed, and ensuring their issues are handled with confidence and ease. You have an optimistic, pleasant and helpful demeanor which leaves a positive and lasting impression on everyone you interact with.   In addition to being organized, you possess the strong business judgment and communication skills needed to interact with a variety of people in different situations.  The core hours for this position can be 8am-5pm or 9am-5pm based on departmental needs, but there is also responsibility to cover the 12pm-8pm shift on several occasions monthly as needed.

    Responsibilities

    • Manage incoming contact center phone lines, assisting with caller inquiries in an energetic, articulate, knowledgeable, and courteous manner. (Inquiries cover claims and billing inquiries with possible expansion into other areas over time)
    • Intake first notice of loss details for system processing, both electronically and by phone
    • Assist customers with providing status updates on claims, bills, payments, and other inquiries
    • Handle outbound calls to obtain additional information or follow up when needed
    • Collect and report data while handling calls to obtain critical information
    • Collaborate closely with the CX leadership to evaluate insights and information collected. Be proactive and vocal in identifying and championing ways to improve the customer experience
    • Initiate customer follow up calls and surveys to measure customer satisfaction
    • Proactively resolve escalated customer issues
    • Onboard and train new employees
    • Be a subject matter expert, effectively answering questions of the team and providing guidance and feedback
    • Responsible for special projects and serve as back up for day to day operations and escalations as needed
    • May be a need to support our Direct to Consumer business through multiple platforms. This includes answering general questions, explaining variances between offered packages,etc. Producer License  would be required .
    • Handle various Agent/Broker inquires related to endorsements, policy issuance,etc. May require collaboration with other internal business partners, ie. Underwriting, Billing, when necessary
    • Ensure billing ticketing system is maintained daily. This includes the review, assignment and handling of submitted inquiries.

    Qualifications

    • 3- 5 years of prior Customer Service/Call Center related experience
    • Knowledge of Billing & Collections and/or Claims First Notice of Loss procedures
    • Demonstrated ability to create a positive team environment and lead by example
    • Excellent organization and decision making skills and/or a strong track record of successfully coordinating the activities of a work unit
    • Strong communication and people skills with the ability to interact effectively with customers
    • Positive attitude and willingness to do what it takes to deliver exceptional results
    • Proactive, assertive nature ensuring issues are resolved effectively, timely, and with confidence
    • Self-starter capable of working independently or with a team
    • Excellent organizational skills and attention to detail
    • Multi-tasks effectively with ease, speed, and accuracy without sacrificing professionalism
    • Problem solver that thinks creatively to achieve results
    • Possesses the ability to handle a high volume of calls in a fast paced environment
    • Demonstrates a desire to be challenged and willingness to learn new things
    • Demonstrated ability to work at high levels of productivity and quality
    • Bilingual a plus

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