Customer Service Representative

WHO WE ARE:

Harford Mutual Insurance Group is a growing, dynamic community partner located in Bel Air in Harford County, Maryland, offering a positive, diverse, and inclusive work environment with a rich company culture. We provide commercial property and casualty insurance products and services to a regional market. Founded in 1842 on the principles of mutuality for our business clients, our agents, and our company, we believe in insuring opportunity through mutual success® and invite our employees to continue that tradition with respect, integrity, exemplary service, and personal responsibility.

THE OPPORTUNITY

The Customer Service Representative will be responsible for helping external customers and supporting internal team members by collecting and documenting information, providing service detail, and resolving issues in a high call volume service center.

WHAT YOU’LL DO:

• Acts as primary liaison with callers; follows client specifications in assisting with claims, policy and/or billing questions and solving problems or providing information related to the customers’ needs.
• Provides a single point of contact for responding to case inquires related to status, selected data changes, required forms information and documenting all inquiries and any corresponding action taken.
• Delivers loyalty-building service to customers (policy holders, producers, team members and vendors) by answering incoming calls with a high degree of accuracy and speed, while consistently meeting key department performance metrics.
• Educates and informs the customer across multiple communication channels about filing a claim, documentation required to process a claim, required time frames, payment detail, and/or claim status.
• Directs customer calls to the appropriate company contact or escalates to Service Center management as needed.
• Reports any service issues or problems to supervisor.
• Types materials such as correspondence, reports, records, statements, and forms from rough draft, corrected copy, recorded voice dictation, or previous version displayed on screen.  This person treats all information typed as confidential.
• Assists with various Mail Center duties, such as Printing, Sorting, Scanning and Bulk Mail when needed.
• Complete all other work, as assigned.

WHAT YOU’LL BRING:

• Associates Degree or Four-year Bachelor’s Degree or equivalent years of experience
• Complete continuing education requirements as needed
• 1+ year experience in call center or Customer Service environment
• Bilingual capabilities are a plus

WHO YOU ARE:

• Excellent oral and written communication and interpersonal skills
• Strong organizational skills
• Ability to exercise judgment
• Ability to multitask in fast paced environment
• Strong collaborating skills, and ability to work in a team environment and/or independently
• Demonstrated high energy level and a positive attitude.
• PC literate, including Microsoft Office products

Visit our Careers Page for more information on our competitive compensation/benefits packages.