Urbana, MD / Hybrid
Who Staffing is looking for a Customer Support Specialist for a Contract opportunity with our client, an award-winning insurance company in Western Maryland. This organization is UK based but has an approximately 600-person location in their US Headquarters in Western MD. Continuously rated one of the top employers in MD, this organization offers incredible benefits, a beautiful campus, and an excellent work life balance. This is a hybrid position with three days in the office and two days remote.
The ideal candidate will have 2-5 years of customer service experience within the medical industry. Experience within Life Insurance, specifically, is a plus. Comfort and excellent communication skills on the phone are also critically important.
Job Summary:
The Customer Support Specialist will execute agent contracts, appointments, terminations, renewals, and all other licensing-related tasks to meet or exceed pre-defined productivity and quality standards. Complete other administrative duties and projects as directed by management.
Job Responsibilities:
· Understand all regulations necessary to accurately contract, appoint and maintain agents. Utilize existing online references (e-pal) to ensure compliance with state regulations.
· Review new agent contracts for completeness and accuracy. Add agent requirements to communicate missing or incomplete information to agencies while working in ALI.
· Setup agent master and hierarchy records to ensure proper contract (level) and commission structures are entered.
· Request and review due diligence reports (backgrounds) to ensure the individual and/or entity is within pre-defined guidelines of acceptance. Forward any adverse reports to compliance area for further review and approval or declination.
· Appoint all new agents with the respective state(s). Review all state DOI responses related to new appointments. Research responses and correct and/or obtain missing information to appoint agent. Generate executed agent contract, review information and route to proper entity.
· Index all documents in image queue accurately while meeting or exceeding pre-defined productivity and quality standards.
· Research tasks generated at time of submit related to agent problems (Unknown Agent, Hierarchy Error, Invalid state, etc.). Correct data and/or add requirements requesting information from agencies to meet or exceed pre-defined productivity and quality standards.
· Process address changes, commission changes/assignments, agent transfers to meet or exceed pre-defined productivity and quality standards.
· Review state agent renewal listings to ensure agent is active and appointed.
· Review State (DOI) generated agent termination advisories. Terminate agent in system and send proper notification agent/agency.
· Answer telephone calls accurately, courteously and with good customer service skills to meet or exceed pre-defined productivity and quality standards.
· Ensure all voicemail and email are responded to within 4 business hours.
· Complete other assignments and goals as assigned.
Qualifications:
Education:
· Some college preferred
· 3+ years’ experience in a customer service/administrative related position
· 3+ years of communication and processing experience
· 1+ years of phone experience
· Knowledge of life insurance products
· Life, Property and Casualty or Health insurance experience preferred
Skills:
· Excellent communication skills, both verbal and written
· Strong Customer Service skills
· Analytical and technical skills
· Strong organizational skills and ability to prioritize
· Ability to work in fast paced environment
· Typing 30+ WPM
· Detail oriented
· Ability to work independently and within a team environment
· High tolerance for repetitive tasks
· Knowledge of Microsoft Office (Word and Excel)
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