Note: The job is a remote job and is open to candidates in USA. The Baldwin Group is a leading MGA that specializes in creating tailored insurance solutions. They are seeking a Licensed Customer Service Representative to handle incoming and outgoing calls, process customer service emails, and manage policy changes while ensuring high-quality service to clients.

Responsibilities

• Maintains a concern for timeliness and completeness when interacting with clients, brokers or insurance company partners to create a positive experience
• Documents all activity in on-line client file to ensure quality and responsiveness
• Personally, provides prompt, efficient, high-quality service to all clients
• Resolves product or service problems by clarifying the customer's complaint and recommending the best solution to solve the problem
• Attracts potential customers by answering product and service questions. Makes suggestions about other products and services based on client needs
• Maintains a quality result by following established procedures and making recommendation for changes
• Open, cancels and updates client policy information based on requests received
• Provides system and procedure training to new colleagues and acts as subject-matter expert for colleagues
• Continuously evaluates current processes for improvement and/or efficiency
• Handles complex client escalations for colleagues ensuring client satisfaction and assists in managing the day-to-day operations

Skills

• Minimum of 2 years of Customer Service experience and/or 1 year of Call Center experience
• Must have Personal Lines Insurance License
• The ability to learn appropriate firm software systems
• The ability to learn insurance products and grow in product knowledge
• The ability to apply knowledge and experience to explain products and/or policy to members in clear and relatable terms
• Capable of multi-tasking and prioritizing workloads while adhering to deadlines
• The ability to interact and communicate effectively in a team environment to share knowledge and manage workflows
• Demonstrates the firm's behavioral tenets, exuding behavior that is aligned with the corporate culture

Company Overview