Description:.
Key Responsibilities:
Policy & Billing Support: Provide knowledgeable answers to customer inquiries regarding policy coverage, deductibles, billing, claims, and general account details.
Advanced Inquiry Resolution: Handle complex customer requests, including policy changes, payment processing, updating payment methods, adjusting due dates, managing pay plans, and assisting with portal resets or website navigation.
Problem Resolution: Investigate and resolve customer concerns, working with internal and external parties (agents, mortgage companies, vendors) to address policy issues or system defects impacting billing or coverage.
Documentation & Compliance: Ensure accurate documentation of policies, maintain customer privacy according to security guidelines, and support system navigation for customers and agents using Mercury systems and portals.
Escalated Issues: Address escalated concerns related to rate increases, policy changes, and other complex issues.
Other Duties: Perform other assigned functions as needed.
Qualifications
High School diploma or equivalent, some college preferred
Minimum 1 years’ experience in a customer service and/or call center role; experience with high volume calls is preferred; or equivalent combination of education and experience
Prior experience working in a remote environment is a plus
Must be able to type a minimum of 30 WPM
Preferred-Highly proficient in Spanish, capable of effectively communicating in both written and spoken forms.
Skills & Abilities
Proficient in Word, Excel and Outlook for document management, communication and data entry
Ability to process customer transactions, handling updates and making necessary adjustments
Strong written and verbal communication skills to include active listening, ability to clearly and accurately explain procedures, policy and company guidelines to customers and agents
Ability to provide exceptional service by addressing customer inquiries and resolving issues in a timely, professional manner
Strong critical thinking skills to investigate and resolve customer issues, system defects and procedural challenges. Quickly analyzes problems, conducts research and find effective solutions.
Ability to analyze complex customer concerns or procedural discrepancies and apply logical solutions.
Multi-tasking ability to handle multiple inquiries or tasks simultaneously with keen attention to detail.
Ability to accept and act on feedback to drive continuous improvement
Consistently demonstrates commitment to meeting deadlines, completing tasks thoroughly, maintaining a high standard of performance, and ensuring punctuality in all responsibilities and interactions.
Prior experience working in a remote environment is a plus
Highly driven and self-motivated with the ability to work in a fast-paced environment
Must be able to type a minimum of 30 WPM
To apply for this job please visit careers-mercuryinsurance.icims.com.
