Experienced Customer Service Representative – Insurance Industry Expert with a Passion for Delivering Exceptional Customer Experiences

Are you a customer service enthusiast with a passion for delivering exceptional experiences? Do you thrive in a dynamic, fast-paced environment where no two days are the same? If so, we want YOU to be part of our team at National General Insurance! As a Customer Service Representative, you will play a vital role in handling moderate to complex inquiries, addressing various types of policies and billing inquiries from internal or external customers, and resolving service concerns while documenting customer requests and completing changes to policies.

About Us

National General Holdings Corp. is a leading specialty personal lines insurance holding company, headquartered in New York City. With a rich history dating back to 1939, we have established ourselves as a trusted provider of personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, and other niche insurance products. Our team is passionate about delivering exceptional experiences for our customers, and we are committed to making a positive impact in the communities we serve.

Job Summary

As a Customer Service Representative, you will be responsible for handling routine, complex, and unique questions/issues, ensuring facilitation of first call resolution and customer satisfaction on all transactions handled. You will employ probing questions and actively listen to customer issues or questions, showing interest and compassion and displaying empathy for the caller's situation. You will also demonstrate accuracy in processing changes to customer policies based on the information provided and identify opportunities for cross-sales (if applicable).

Key Responsibilities

* Resolve routine, complex, and unique questions/issues

• Ensure facilitation of first call resolution and customer satisfaction on all transactions handled
• Employ probing questions and actively listen to customer issues or questions, showing interest and compassion and displaying empathy for the caller's situation
• Demonstrate accuracy in processing changes to customer policies based on the information provided and identify opportunities for cross-sales (if applicable)
• Working knowledge of insurance policies and related processes and procedures
• Be able to handle any requests regarding customer documentation (to include all documents sent out by our company) and be able to clearly explain them, including any follow-ups required on our customer's part and updates as warranted
• Remain current on new marketing campaigns in order to respond appropriately to marketing-related inquiries using all available resource tools
• Inputs and tracks into the appropriate databases

Supervisory Responsibilities

This job does not have supervisory duties.

Preferred Qualifications

* Education and Experience: High school diploma or equivalent experience; 2-3 years customer service experience preferred

• Certificates, Licenses, Registrations: May require a Property and Casualty license, based on business unit requirements
• Functional Skills:

+ Insurance background is preferred + Excellent level of communication skills (both written and verbal) + Excellent computer skills, including typing proficiency, multi-tasking between online applications, working knowledge of Microsoft products (Outlook, Excel, folders) + Flexible and adaptable to business requirements for changes needed to service the customer + Collaborate with peers and management on special projects and committees + Apply good use of time management skills + Ability to prioritize and multi-task

Skills and Competencies Required for Success

* Excellent communication and interpersonal skills

• Ability to work in a fast-paced, dynamic environment
• Strong problem-solving and analytical skills
• Ability to work independently and as part of a team
• Strong attention to detail and accuracy
• Ability to adapt to changing business requirements
• Strong customer service skills, with a focus on delivering exceptional experiences

Career Growth Opportunities and Learning Benefits

At National General Insurance, we are committed to helping our employees grow and develop their careers. We offer a range of training and development programs, including:

• On-the-job training and coaching
• Online training and development courses
• Mentorship programs
• Leadership development programs
• Opportunities for advancement and career growth

Work Environment and Company Culture

Our team is passionate about delivering exceptional experiences for our customers, and we are committed to making a positive impact in the communities we serve. We are a fast-paced, dynamic, and entrepreneurial organization, and we live by and exemplify what we call the 4Es:

• Energized: We are passionate about our organization and the value that we add every day.
• Engaged: We are committed to delivering exceptional experiences for our customers and making a positive impact in the communities we serve.
• Empowered: We are empowered to make decisions and take action, and we are committed to holding ourselves and each other accountable for our results.
• Execute: We are committed to executing our plans and achieving our goals, and we are passionate about delivering exceptional results.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• Base salary: $37,890-$42,640 per year, depending on internal equity, job-related skills, knowledge, and experience
• Opportunities for advancement and career growth
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Flexible work arrangements, including remote work options
• Access to a range of employee discounts and perks

How to Apply

If you are a customer service enthusiast with a passion for delivering exceptional experiences, we want to hear from you! Apply today to join our team at National General Insurance. We are an equal opportunity employer, and we welcome applications from diverse candidates. Apply for this job