Liberty FCU Insurance Group is currently seeking an energetic Customer Service Representative (CSR) to be a part of their growing department. The Customer Service Representative provides an exceptional customer service experience through all customer conversations and transactions. The CSR is responsible for handling multiple types of customer experience inquiries, resolving service concerns/documenting customer requests, and completing changes to policies which do not require a license. If interested, please proceed by clicking Apply.  

Key Responsibilities:

• Answer questions from customers and/or refer to appropriate areas for further action.
• Completes customer's transactional requests (including payments) as provided by caller.
• Handling claims calls (taking loss information from customers and reporting it to the claims department) and documenting those in the customer database.
• 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 and identifies new opportunities with the customer.
• Ability to accurately input and update client records into Client Management Insurance Platform.
• Verify coverage for customers and/or verify that policy changes were made and provide proof of evidence of insurance documents to customers where coverage previously was bound by a licensed representative.
• Acknowledge and direct customer's requests for additional products or services to appropriate licensed representatives.
• 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.
• Run reports monthly to keep list of expiring policies up-to-date and work with agents on getting those renewals prepared/handled/documented.
• Any other duties assigned by supervisor or management.

Qualifications:

• Prior customer service experience is helpful, 1-2 years' experience would be a plus
• Prior insurance experience a plus but not required
• High School diploma or equivalent
• Excellent listening /communication skills (both verbal and written)
• Basic PC (Microsoft Office) aptitude including proficiency in keyboard skills
• Positive, can-do attitude is desired

• Paid Holidays
• Paid Time Off (Vacation, Sick and Personal Days)
• Medical, Dental and Vision Insurance
• 401(k) retirement program with matching funds
• Employer paid Group Term Life Insurance, Short Term and Long Term Disability Insurance
• Tuition Reimbursement Program

Liberty FCU is an Equal Opportunity Employer, Minority/Female/Disability/Protected Veteran