Contact Center Specialist I - State National (Remote Role-October 2024 Class)

About the position The Contact Center Specialist Level 1 at Markel plays a crucial role in delivering exceptional customer service by responding to inbound calls from borrowers and financial institutions, as well as making outbound calls to insurance companies and agencies to verify insurance information. This position is designed for individuals who are passionate about helping others and possess strong problem-solving skills. As a Contact Center Specialist, you will be the first point of contact for our financial institution customers and insurance agents, providing them with accurate information and resolutions to their inquiries. You will utilize a proprietary computer system to quickly analyze account histories and ensure that customer needs are met efficiently and effectively. In this fully remote role, applicants must be local to Bedford, TX, and will work Monday through Friday from 12 PM to 9 PM. The position requires a strong customer service orientation, active listening skills, and a high attention to detail. You will be expected to maintain professionalism and courtesy on all calls, ensuring a positive customer experience while meeting individual and team performance standards. The role also involves performing insurance verifications through outbound calls and internet searches, contributing to a one-call resolution whenever possible. Markel Group, a Fortune 500 company, is committed to fostering a supportive work environment that encourages employees to thrive both personally and professionally. We believe in the power of teamwork and strive to create a culture where everyone can contribute to our mission of providing confidence and opportunities to our clients. Join us and be part of a global community of optimists and problem-solvers who are dedicated to making a meaningful difference in the world.

Responsibilities

• Respond to inbound calls from borrowers and financial institutions.

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• Perform outbound calls to insurance companies and agencies to verify insurance information.

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• Quickly analyze account history on a proprietary computer system to provide accurate information.

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• Meet individual and team performance standards while maintaining good attendance and dependability.

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• Show courtesy and professionalism on all calls to ensure a positive customer experience.

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• Perform insurance verifications via outbound calls and the internet.

Requirements

• High school diploma or equivalent required.

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• Minimum one year of customer service experience.

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• Strong customer service orientation with active listening skills and a high attention to detail.

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• Professional verbal and written communication skills.

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• Ability to solve routine problems using established procedures.

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• Ability to type a minimum of 25 WPM.

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• Intermediate computer skills.

Nice-to-haves

• Prior experience with auto insurance or collateral protection insurance.

Benefits

• Multiple health, dental, and vision insurance plan options.

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• Optional life, disability, and AD&D insurance.

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• 401(k) with employer match contributions.

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• Employee Stock Purchase Plan.

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• Paid Time Off (PTO).

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• Corporate holidays and floating holidays.

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• Parental leave.

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• Hybrid working schedules of 3 days in the office and 2 days remote.

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