Summary
Answer phones to respond to general customer inquiries, invoice questions, payment information, customer change requests, and customer complaints. Project a professional company image through phone interaction.
Office Hours:
Monday – Friday 6 am – 8 pm
Saturday 8 am - 5 pm
Responsibilities
- Answer high call volume and respond to requests promptly.
- Identify, research, and resolve issues using AS400, Salesforce, Mitel, Microsoft, and other applications and resources.
- Research billing issues with a working knowledge of primary billing ledgers.
- Process insurance endorsements, such as adding or removing vehicles from a policy, changing insurance coverages, and other transactions.
- Process credit card and check payments.
- Provide product/service information and offer add-on products.
- Articulate information or direction to a customer’s level of understanding.
- De-escalate complaints or concerns.
- Follow-up on inquiries not immediately resolved.
- Show empathy while providing one-call resolution.
- Maintain expected performance levels and meet or exceed KPIs.
- Complete other duties as assigned
Licensing Requirements
Must be able to secure and maintain, at a minimum, a Property and Casualty Insurance License. You must also remain eligible for an insurance license in your state of employment for the duration of your job with First Acceptance Insurance.
- Courses to obtain licensure, certification, designations, or prepare for testing, as well as the test itself, will be paid for by the Company on your behalf. Although the cost of the training materials, fees and/or testing for licensing and certifications are covered by First Acceptance, the amount will be considered as a loan to you. This loan will be forgiven after a year of service has passed since the training event. First Acceptance shall be authorized to pursue appropriate collections efforts as deemed necessary (not applicable in CA and IL).
- You must make adequate progress during your pre-licensing course and pass your state exam. Progress will be measured through pre-tests and training observations.
- Your employment is contingent upon adhering to the established pre-licensing course timeline. Because your role requires a license to discuss and endorse an insurance policy, failure to make adequate progress in pre-licensing training or becoming a licensed agent could result in termination of employment.
- You will be expected to protect proprietary information belonging to the Company.
- Any established intellectual property that you may develop during your employment with the Company will remain the property of the Company.
Qualifications
- High school diploma or equivalent.
- Proficient reading, writing, and math skills.
- Bilingual (English/Spanish) preferred.
- Must be able to work flexible schedules.
- Minimum one year of Call Center experience or two years in Customer Service.
- Computer literate with the ability to learn customer service software applications.
- Candidate bilingual in both English and Spanish strongly preferred.
- Demonstrate superb phone and soft skills, including active listening, independent problem-solving, and responding professionally and compassionately.
- Navigate between multiple screens, databases, and complex data entry applications while engaging the customer on the call.
- Exhibit excellent oral and written communication skills concisely.
- Demonstrate organizational and prioritizing discipline.
- Adapt and adhere to policies and procedures.
- Present attributes of a team player committed to growth and development.
- Basic level Microsoft Office and Outlook.
- Data Entry and proficient keyboard skills.
Telecommuting Requirements
- The candidate must have an area of his/her residence that can be established as a remote workspace that will be safe, private, and otherwise conducive to successfully performing the position's job functions.
- The candidate must have or be able to arrange, before his/her start date, dependent and adult care during working hours.
- The Candidate must have or obtain access to high-speed internet with a direct wired LAN connection prior to his/her start date. Dial-up internet, Wi-Fi, and hotspot access are not permitted.
- Candidate must have or be able to obtain before his/her start date equipment or accessories that he/she believes are necessary to perform the job functions of this position successfully
PHYSICAL DEMANDS:
The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.
While performing the duties of this job, the employee is regularly required to do manual tasks, which may include using hands to finger and handling controls. Tasks may also require the ability to talk or hear. The employee will frequently sit, bend, and reach with hands and arms and is occasionally required to stand and walk. The employee must often lift and move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus. Other skills include breathing, protecting oneself, and possessing the capacity to learn, concentrate, think, and read. Frequently, the employee communicates and interacts with others while working.
To perform this job successfully, an individual must satisfactorily perform each essential duty. The requirements listed represent the knowledge, skill, and ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and perform any other job-related duties requested by anyone authorized to give instructions or assignments.
As a Team Member at First Acceptance Insurance Company, you will be part of a growing organization that continues to evolve and positively impacts the lives of our team members and customers.
We are looking for team members that engage – who take responsibility for themselves and take care of their customers and colleagues. Ideal candidates can compose themselves under pressure, have a “make It right” mindset, and focus their energies on solving problems. This means you’ll be supported by a team with all these qualities, too. If this sounds like the kind of team you’d like to join, we want to hear from you!
First Acceptance Insurance Company offers a full line of benefits including: Health Insurance, Dental, Vision, Paid Vacation, Disability Insurance and Employer Matching 401(k) Program.
WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants are considered for position and are evaluated without regard to mental or physical disability, race, religion, sexual orientation, color, gender, national origin, age, marital status, military or veteran status or any other protected local, state or federal status unrelated to the performance of the work involved.
