Job Title: CTC/Service Line Representative
Job ID: 03609
Division: Business Integration
Work Location(s): United States-Wisconsin-Madison
Full/Part Time: Full-Time
Position Details
Preferred candidate will have strong communication skills.
This position will require working Monday-Friday 8:30am-5:00pm.
Position Objective
The Customer Telephone Center(CTC)/Service Line Representative processes incoming calls from external customers, service providers, agency field and the general public. Processes calls and inquires in a courteous, friendly, and helpful manner. Efficiently handles incoming calls from agents, insureds, district managers, mortgage and lien holder companies regarding general and specific policy information. Provides service line support for the division service delivery model by processing service request calls and general routing to specific division service providers. Provides telephone coverage for the main telephone center and company service line.
Primary Accountabilities
- Receiving and Forwarding Telephone (80%)
- Answers the phone, interprets caller`s needs and forwards call to proper destination. Access proper Claims screens to find claim and adjuster information to direct claims toll-free calls to correct claims office.
- Access policy screens for auto, home, life, commercial, and billing.
- Assists corporate employees with long distance dialing to charge (collect, person to person, credit card, or third number billing).
- Screen executive calls. Uses telephone screening procedures to protect the privacy of insured`s and employees. Recognizes "social engineering" calls and follows guidelines to protect the privacy of employee`s.
- Educates field force and employees of changes in phone system and how to use system. Makes approved updates and changes in the procedure manual and quick sheets.
- Identifies phone system problems and reports them to proper area for repair.
- Accesses the multi-lingual language line. Works with interpreter to translate call. Directs caller with interpreter to destination. Assists with relay calls for the deaf.
- Recognizes the areas that need to be covered during peak phone hours. Opens and closes main operator area as needed.
- Serves as the central phone unit for several office locations as needed.
- Provides phone coverage when the office closes due to unforeseen circumstances.
- Knowledge and Use of Resources (10%)
- Authorizes Claim Draft verification.
- Assist callers with emergencies.
- Assists callers with Emergency Road Service needs.
- Service Line Requests (10%)
- Provides a first level support function for the company to access services provided by the Facilities and Business Services division.
- Determines complexity of request and processes by entering the request into the service request system or calling the division service provider if required by the scope of the request.
- Provide follow-up status communication to requestor depending upon the circumstances of the request.
- Requires a solid knowledge of the division`s process, capabilities and organization in order to effectively process service requests.
- Recognizes the need to complete an "Incident Report" when needed.
Job Competencies
- Achieve Results
- Be Accountable
- Maximize Customer Experience
- Adaptability
- Planning & Organizing
- Stress Management
Specialized Knowledge and Skills Requirements
- Demonstrated experience in a customer service environment.
- Demonstrated experience using computer applications.
- Keyboarding/typing ability at 35 wpm.
Physical Demands
- This position requires hand and finger dexterity for between 66 and 100% of the time.
- This position requires the ability to sit between 66 and 100% of the time.
- This position requires the ability to talk or listen (hear) between 66 and 100% of the time.
Company Information
Offer to selected candidate will be made contingent on the results of background checks.
We offer a comprehensive benefits package that includes health, life and dental insurance, a 401 (K) plan, paid holidays, vacation and sick leave and the opportunity for career development. If you would like to put your career in motion apply online today!
Please review the job requirements.
Job ID: 03609
Division: Business Integration
Work Location(s): United States-Wisconsin-Madison
Full/Part Time: Full-Time
Position Details
Preferred candidate will have strong communication skills.
This position will require working Monday-Friday 8:30am-5:00pm.
Position Objective
The Customer Telephone Center(CTC)/Service Line Representative processes incoming calls from external customers, service providers, agency field and the general public. Processes calls and inquires in a courteous, friendly, and helpful manner. Efficiently handles incoming calls from agents, insureds, district managers, mortgage and lien holder companies regarding general and specific policy information. Provides service line support for the division service delivery model by processing service request calls and general routing to specific division service providers. Provides telephone coverage for the main telephone center and company service line.
Primary Accountabilities
- Receiving and Forwarding Telephone (80%)
- Answers the phone, interprets caller`s needs and forwards call to proper destination. Access proper Claims screens to find claim and adjuster information to direct claims toll-free calls to correct claims office.
- Access policy screens for auto, home, life, commercial, and billing.
- Assists corporate employees with long distance dialing to charge (collect, person to person, credit card, or third number billing).
- Screen executive calls. Uses telephone screening procedures to protect the privacy of insured`s and employees. Recognizes "social engineering" calls and follows guidelines to protect the privacy of employee`s.
- Educates field force and employees of changes in phone system and how to use system. Makes approved updates and changes in the procedure manual and quick sheets.
- Identifies phone system problems and reports them to proper area for repair.
- Accesses the multi-lingual language line. Works with interpreter to translate call. Directs caller with interpreter to destination. Assists with relay calls for the deaf.
- Recognizes the areas that need to be covered during peak phone hours. Opens and closes main operator area as needed.
- Serves as the central phone unit for several office locations as needed.
- Provides phone coverage when the office closes due to unforeseen circumstances.
- Knowledge and Use of Resources (10%)
- Authorizes Claim Draft verification.
- Assist callers with emergencies.
- Assists callers with Emergency Road Service needs.
- Service Line Requests (10%)
- Provides a first level support function for the company to access services provided by the Facilities and Business Services division.
- Determines complexity of request and processes by entering the request into the service request system or calling the division service provider if required by the scope of the request.
- Provide follow-up status communication to requestor depending upon the circumstances of the request.
- Requires a solid knowledge of the division`s process, capabilities and organization in order to effectively process service requests.
- Recognizes the need to complete an "Incident Report" when needed.
Job Competencies
- Achieve Results
- Be Accountable
- Maximize Customer Experience
- Adaptability
- Planning & Organizing
- Stress Management
Specialized Knowledge and Skills Requirements
- Demonstrated experience in a customer service environment.
- Demonstrated experience using computer applications.
- Keyboarding/typing ability at 35 wpm.
Physical Demands
- This position requires hand and finger dexterity for between 66 and 100% of the time.
- This position requires the ability to sit between 66 and 100% of the time.
- This position requires the ability to talk or listen (hear) between 66 and 100% of the time.
Company Information
Offer to selected candidate will be made contingent on the results of background checks.
We offer a comprehensive benefits package that includes health, life and dental insurance, a 401 (K) plan, paid holidays, vacation and sick leave and the opportunity for career development. If you would like to put your career in motion apply online today!
Please review the job requirements.