.Integon is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers' evolving needs.
It's how we've become industry leaders in property and casualty insurance servicing.
We support our insurance company affiliates by offering property and casualty insurance products inclusive of personal auto, homeowners, RV, motorcycle, small business auto insurance and more.Job DescriptionThis position is responsible for handling moderate to complex inquiries, addressing various types of policies and billing inquiries from internal or external customers in an efficient, professional, and accurate manner, resolving service concerns while documenting customer requests, and completing changes to policies.
Service to customers may include inbound/outbound calls, incoming correspondence, other communication sources, and call transfers for service transactions.Job SummaryThis position is responsible for handling moderate to complex inquiries, addressing various types of policies and billing inquiries from internal or external customers in an efficient, professional, and accurate manner, resolving service concerns while documenting customer requests, and completing changes to policies.
Service to customers may include inbound/outbound calls, incoming correspondence, other communication sources, and call transfers for service transactions.Key ResponsibilitiesResolve 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).Maintain working knowledge of insurance policies and related processes and procedures.Handle any requests regarding customer documentation (to include all documents sent out by our company) and 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.Input and track into the appropriate databases.Supervisory ResponsibilitiesThis job does not have supervisory duties.Preferred QualificationsEducation and ExperienceHigh school diploma or equivalent experience.2-3 years of customer service experience preferred.Functional SkillsExcellent 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