Customer Service Associate

Company Details:

Berkley One exists to insure and protect the lifestyles of a modern generation of affluence. We seek clients that are sophisticated individuals and families who require world-class risk and claims management customized to their needs, a team of select expert independent agents and innovative digital tools to keep it simple and easy. We’ll blend our partners, products and capabilities with all that is Berkley, generating a modern solution for the customers we serve.

Our culture is one of innovation, creativity and teamwork. Our team is highly motivated, passionate about our business, and deeply experienced in developing and delivering product and service solutions in the personal insurance marketplace.

The company is an equal opportunity employer.

We have an exciting opportunity for a Customer Service Associate to join our Berkley One team! In this role, you will handle customer service for our insurance clients and agents. We will train.

We have a welcoming culture valuing our employees – we trademarked the phrase Everything Counts, Everyone Matters® to describe the Berkley commitment to our people and how we do business. We believe that every person in the organization is important and every accomplishment makes a difference in our results. Come join us!   

This position is Mon-Fri, 10:30am - 7:00pm and will be based in our Wilmington, DE office (4 days a week in the office, 1 day remote) 

Key functions include but are not limited to:

• Customer Policy Support: deliver a personalized, effortless experience for our customers via phone, email or chat. Handle customer transactions smoothly, accurately and first time final. Be an advocate for the Company during first notice of loss interactions by displaying empathy and ensuring the situation is properly handled.
• Agency Policy Support: act as primary point of contact for agents to get their Berkley One questions resolved. Process individual policy work submitted by the agents via phone, email or chat. Answer policy inquiry questions and assist the agency with handling servicing needs. Assist agents with finishing their quotes and converting them into policies. Combine your sales and system savvy to drive profitable growth for the organization.
• Agent Technical Support and Training: help agents with access, passwords, and myriad other tasks. Remote into their computers to show them how to work in the system in real time. Provide “in the moment” training on the Customer Portal and Customer Mobile App so the agent is empowered to share with customers.

• 1-3+ years of customer service experience, preferably in a high-volume customer support environment
• Experience contributing in a high performing customer service center team in a high growth, fast paced environment
• Incredible empathy and understanding of the needs of our insureds and their agents alike; you will be a pro-active and conscientious advocate for Berkley One customers and are passionate about their experience
• Exceptional verbal and written communication skills; your communication style is flexible to the situation; you communicate clearly and with a purpose
• Calm under pressure; you have excellent organizational skills, integrity, and great follow-through on task; you are comfortable challenging norms while working collaboratively with colleagues at all levels of the organization
• You have a strong sense of accountability, fun and adventure
• Natural curiosity; you love learning how things work and you are always looking for innovative improvements
• Proficiency with the technology required
• This position is non-exempt, hourly