Position Description

Position:	Customer Care Specialist
Reports To:	CCU Supervisor
Direct Reports:
Indirect Reports:
Overall Purpose and Main Objectives:	To provide a "World Class" customer service experience to our agents and insureds with regard to the front end processing and quoting of in force transactions for Personal Lines. This position is accountable for providing exceptional quality and service, while supporting the company's objective for growth and profitability.
Essential Duties & Responsibilities:	* Review documents sent to operations and determine route. Scan if necessary. * Responds to policy related inquiries. Coordinates problem resolution with Processing and Billing Services when necessary. * Develops and completes agency telephone policy change requests within assigned authority. * Provide real time quotes to Agent's as requested on in force business. * Screens endorsements for completeness, calls independent agents to obtain missing information and completes the transactions within assigned underwriting authority. * Identifies changes in the risk profile to determine if reports or renewal review is required. * Provide quotes on potential book transfer business for new and potential agents. * Entry of all data will be completed at an acceptable accuracy level as described in the establish quality assurance program. * Update processing system with remarks and reminders as needed. * Maintains call log as a service tracking mechanism. * Maintains files of pending requests for additional information and sends second request letters as needed & advises underwriters of status. * Participates in quality assurance sessions and developmental activities such as team meetings. * Assist with special projects as needed.
Required Knowledge and Experience:	* Excellent written and oral communication skills * Attention to detail required * Working knowledge of Windows and Microsoft applications * Associates degree or equivalent business experience * Mathematical aptitude * Analytical problem solving ability * Strong interpersonal skills * Strong organizational skills * Ability to prioritize and multi task
Physical Requirements:	* Regular attendance is required to perform the essential duties and responsibilities of this position * Normal office environment * Some overnight travel may be required * Some nights and weekends may be required as projects warrant
"The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel so classified."

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