Solution Center Associate

Job Summary:
Responsible for receiving, evaluating and resolving all incoming calls regarding DBL and PFL in a professional manner while delivering exemplary Customer Service to both internal and external customers.

Essential Duties/Responsibilities:

• Provide superior customer service at all times.
• Uses tactful questioning and listening skills that support effective telephone communication.
• Identifies customer needs and responds accordingly.
• Investigates and proposes solutions to the caller. Follows through on action items needed to rectify customer concerns and/or questions.
• Answers each call with a positive demeanor representing our high customer service standards.
• Effectively controls all phone calls and aims for a one call resolution.
• Uses an effective, professional approach when handling call transfers, taking messages, call back, holds, and interruptions.
• Effectively communicates status of claims (DBL and PFL).
• Document calls.
• Refers calls to Lead/Supervisor if necessary.
• Processes emails as required.
• Documents calls in the Solution Center Call Log.
• Works with caller to complete and bind policies.
• Meet the production objectives & goals set forth by the department
• All other tasks, as assigned.

Required Skills/Abilities:

• Excellent Customer Service Skills.
• Strong Problem-Solving Skills.
• Strong Verbal and Written Communication Skills.
• Ability to empathize with caller.
• Proficiency in Microsoft Office Applications

Education and Experience:

• Bachelor’s Degree in Business Administration or related field and/or relevant work experience in the Insurance Industry.
• 0-5 years of experience

It is the policy of ShelterPoint Life Insurance to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law.

• Provide superior customer service at all times.
• Uses tactful questioning and listening skills that support effective telephone communication.
• Identifies customer needs and responds accordingly.
• Investigates and proposes solutions to the caller. Follows through on action items needed to rectify customer concerns and/or questions.
• Answers each call with a positive demeanor representing our high customer service standards.
• Effectively controls all phone calls and aims for a one call resolution.
• Uses an effective, professional approach when handling call transfers, taking messages, call back, holds, and interruptions.
• Effectively communicates status of claims (DBL and PFL).
• Document calls.
• Refers calls to Lead/Supervisor if necessary.
• Processes emails as required.
• Documents calls in the Solution Center Call Log.
• Works with caller to complete and bind policies.
• Meet the production objectives & goals set forth by the department
• All other tasks, as assigned