Inbound Property and Casualty Insurance Service Specialist Details

Inbound Property and Casualty Insurance Service Specialist

Concentrix - Arnold - Arnold, MO

Employment Type : Full-Time

Inbound Property & Casualty Insurance Service Specialist - $16.00/hr.

Concentrix: A passionate company powered by passionate people.
Job Summary:In this Customer Service role, you will have an extraordinary opportunity to earn a Missouri Property and Casualty Insurance License at no cost to you, through Concentrix, to become a Licensed Customer Service Specialist. This role requires advanced customer service and consultative sales skills. Here's what you can expect from this opportunity:

• Earn a Missouri Property & Casualty Insurance License ~ at no cost to you!
• Includes training books, materials, resources, licensure exam fee & licensing Fee.
• 12 Days of onsite classroom supported training (Pre-Licensing Training) focused on obtaining your P&C License while earning $13.50/hr.
• After obtaining your MO P&C License through Concentrix, you will be scheduled for additional paid Product Specific Training (PST) at a competitive base pay of $16.00/hr. + Shift Differentials, as a Full Time Licensed Customer Service Specialist with Concentrix in Arnold, MO.

As a Licensed Property & Casualty Customer Service Specialist, you will interface with existing policyholders via inbound phone calls regarding new insurance coverage, to provide the following primary services:

• Handle customer service calls, including but not limited to billing, payments or refunds for existing policies, policy or coverage questions, and proof of insurance, as well as assist policyholders in changing or messaging agents as per the process outlined.
• Handle a change of policy calls including, but not limited to, adding drivers, reinstating policies, and changing/updating existing policies (e.g., discounts, name on the policy, state of residency, etc.), issuing policies for replacement vehicles, and suspending existing policies.
• Handle added vehicle calls including, but not limited to, quoting, binding, or communicating ineligibility to add vehicles to an existing policy.

Here’s what we have to offer:

• Opportunity to earn a MO Property & Casualty Insurance License at no cost to you.
• A paid instructor supported classroom training.
• Licensure Training Books, Material, Resources, Exam Fee & Licensing Fee is included.
• Competitive Base Salary.
• Evening Pay Differential of .$50/hr. after 7 pm M-F.
• Weekend Pay Differential of $1.00/hr. on Saturday & Sunday.
• Lucrative Employee Referral Programs ($500 or $1000 for each qualified referral).
• Employee Rewards and Recognition Programs.
• Tuition assistance.
• Diverse, inclusive, welcoming, and learning culture.
• Career path development.
• Business casual dress attire – no suit, no tie, no worries!
• Wellness programs to help you maintain a better quality of life.
• Employee discount programs.
• Employee assistant program.
• Short term and long term disability option.
• Life & accidental death and dismemberment insurance.
• Medical, dental, and vision.
• 401k retirement savings.
• A Lot of fun ~ There’s always something fun happening each month.
• A Global Organization with endless growth and advancement opportunities.

Candidate Profile:

• High School Diploma is required– (some college preferred).
• Must be a current resident of Missouri to obtain Missouri licensure.
• 1 year of recent customer service experience required – (2+ years of experience preferred).
• 1 year of previous consultative sales experience preferred.
• Prior experience in a call center or insurance environment is preferred.
• Ability to pass a thorough criminal background check, drug screen, and fingerprinting, required to obtain a multi-state P&C Insurance License.
• Ability to successfully complete a typing & pre-employment assessment.
• Availability to work the assigned training schedule with excellent attendance and participation.
• Availability to work evenings, weekends & holidays as per training and production schedules.
• Ability to work 40 hours per week within the hours of operation, with the flexibility to change shifts as business needs may fluctuate.
• An aptitude to accomplish advanced coursework in a fast-paced training environment, retain knowledge and come prepared to participate in the classroom.
• Excellent independent study habits.
• Ability to successfully complete the entire P&C licensing training course, and pass the MO P&C License Exam to become a Licensed Representative with Concentrix in Arnold, MO.
• Excellent computer skills with experience operating within a Windows environment.
• Proficient internet navigation skills using multiple computer applications and dual monitors.
• Comfortable working in a fast-paced environment.
• Courteous with strong consumer service orientation.
• Be an effective communicator both written and verbal.
• Detail-oriented and ability to multitask (i.e. speaking, listening, researching, and documenting information simultaneously while managing the pace of the call and maintaining focus on the customer).
• Capacity to learn complex processes and policies.
• Ability to comprehend information quickly and educate customers with clear and concise delivery.
• Excellent listening and responding skills with a strong voice quality including, but not limited to professional tone and voice fluctuation.
• Be ambitious, self-motivated, and have a competitive sales drive to meet and exceed performance expectations.
• Ability to demonstrate patience and empathy in all customer contact situations.
• Maximize the opportunity to build rapport with the customer
• Be resourceful and able to find answers to insurance related questions while being patient with the customer.
• Career-minded, positive, service-driven professionals with good organization skills.
• Ability to deescalate a situation and take ownership of customer satisfaction.
• Embrace the opportunity for quality and performance feedback with Team Leaders throughout your employment to ensure success.

Additional Principal Duties and Responsibilities:
As a Licensed Property & Casualty Customer Service Specialist you will:

• Receive additional product-specific training on all available product lines for the business unit, and maintain broad knowledge of client products and services.
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.
• Listen attentively to customer needs and concerns; demonstrate empathy.
• Probe for and confirm understanding of customers' issues and needs.
• Meet customer requirements through first contact resolution.
• Diagnose customer issues at an experienced level after training.
• Provide solutions and uses a structured thought process to achieve results while balancing customers’ needs with company guidelines.
• Confirm customer understanding of the solution.
• Provide additional customer education as needed.
• Complete and process all necessary forms.
• Prepare, complete, and update customer file.
• Follow up for necessary documents in order to process requested changes.
• Meet established training metrics, sales targets, and quality proficiency targets. This includes passing the licensure exam to be appointed a P&C license with the state of Missouri, in order to become a Licensed Representative with Concentrix.
• Transfer misdirected customer requests to an appropriate party.
• Take overflow of complex calls, and act as the official "back-up" to the complex segment when volumes and coverage dictate.
• Participate in activities designed to improve customer satisfaction and business performance.
• Solve problems that are sometimes unstructured and require reliance on conceptual thinking.
• Offer solutions to issues that are often non-standard/non-routine and require some clarification.
• Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.
• Reduce customer callbacks by creating a simple, hassle-free interaction for the caller.
• Participate in technical and customer service skills training to stay aware of current and best practices.
• Contribute ideas to better resolve problems, serve the customer, and improve productivity.
• Provide process and performance improvement recommendations; assist peers regarding service and policy issues.

Additional Information and Requirements as a Licensed Representative:

• The position is primarily sedentary.
• Calls are received via a headset.
• Must be able to sit for long periods of time, working on the phones and a computer.
• Ability to perform light hand activity work at a computer/telephone station in an office environment.
• May stretch or stand at workstation for short periods at employee's option, as long as such activity does not detract from the employee's work, or interfere with other employees.

We’re a company like no other. We are a global workplace that offers YOU infinite possibilities!

Company Overview:In a world full of average, we stand out. We believe experience is everything. Period. To achieve outstanding results, we’re disrupting the market by being absolutely obsessed with making our clients’ businesses better. We bring together the brightest and most creative minds in business, cutting-edge technology solutions, proven design thinking expertise, and exceptional customer experience centers.
Our clients notice the difference too… in increased customer loyalty, improved business performance, and differentiation in their markets. As a diverse, global organization, we have unconventionally fresh ideas and deliver extraordinary customer experiences for more than 450 of the world’s best brands.
Our Mission:We will be the greatest customer engagement services company in the world, rich in diversity and talent. We will get there by embracing our culture.Our Culture:Our culture is made up of nine statements that we use as a guiding principle for our everyday business!

• We are FANATICAL about our clients & staff.
• We have HIGH INTEGRITY with exemplary character.
• We are TENACIOUS in our pursuit of excellence.
• We value KNOWLEDGE, OPENNESS, and TRANSPARENCY.
• We have CONTRARIAN views on how to run a business.
• We are BOLD in our decisions.
• We are DISRUPTIVE in the marketplace.
• We INVEST in the future.
• We all CONTRIBUTE and are one Concentrix.

To be successful in this role, YOU must be fanatical about your work, have a passion for helping others, and a desire to contribute to something greater for the benefit of those you will help with each interaction.
If you are tenacious in your pursuit of excellence and looking to do more with your career, apply today!
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic. Disclaimer:The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

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About Concentrix - Arnold:

We’re a company like no other. We are fanatical about our staff and are constantly helping them grow and achieve their career goals. We are a global workplace that offers YOU infinite possibilities!In a world full of average, we stand out. We believe experience is everything. Period. To achieve outstanding results, we’re disrupting the market by being absolutely obsessed with making our clients’ businesses better. We bring together the brightest and most creative minds in business, cutting-edge technology solutions, proven design thinking expertise and exceptional customer experience centers. Our clients notice the difference too… in increased customer loyalty, improved business performance and differentiation in their markets. As a diverse, global organization, we have unconventionally fresh ideas and deliver extraordinary customer experiences for more than 450 of the world’s best brands. Concentrix. A passionate company powered by passionate people.Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.