Licensed Customer Service Representative - MSI

Why MSI? We thrive on solving challenges.

As a leading MGA, MSI combines deep underwriting expertise with insurer and reinsurer risk capacity to create specialized insurance solutions that empower distribution partners to meet customers’ unique needs.

We have a passion for crafting solutions for the important risks facing individuals and businesses. We offer an expanding suite of products – from fully-digital embedded renters coverage to high-value homeowners insurance to sophisticated commercial coverages, such as cyber liability and habitational property – delivered through agents, brokers, wholesalers and other brand partners.

Our partners and customers count on us to deliver exceptional service through a dedicated team that makes rapid resolutions a priority. We simplify the insurance experience through our advanced technology platform that supports every phase of the policy lifecycle.

Bring on your challenges and let us show you how we build insurance better.

The Licensed Customer Service Representative takes incoming calls and places outbound calls as necessary. Processes and replies to Customer Service emails as assigned by leadership. Takes payments for policies. Makes changes and endorsements to policies that may or may not require a license. May be placed on other product-focused teams.

Principal 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.

Education, Experience, Skills and Abilities Requirements:

• 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.

Special Working Conditions:

• Fast paced, multi-tasking environment.

Important Notice:

This position description is intended to describe the level of work required of the person performing in the role and is not a contract.  The essential responsibilities are outlined; other duties may be assigned as needs arise or as required to support the organization.  All requirements may be subject to reasonable accommodations to applicants and colleagues who need them for medical or religious reasons.

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