Customer Service Representative

Customer Service Representative

American Modern Insurance Group, Inc., a Munich Re company, is a specialty insurance leader that delivers products and services for residential property and the recreational market. We provide specialty product solutions that cover what the competition often can't. We write admitted products in all 50 states and have a premium volume of $2.2 billion.

We are seeking a compassionate and detail-oriented Customer Service Representative to join our team. The Customer Service Representative provides quality customer service to policyholders, agents, and lienholders by providing answers to customer inquiries and quotes. Focuses on an excellent experience for customers by displaying a knowledgeable, helpful, and positive attitude.

Roles & Responsibilities:

• Deliver a personalized customer experience for incoming contacts with a professional and empathic voice, prioritizing the needs of each policyholders, agents, lenders, and strategic accounts, while developing a thoughtful solution and support for all lines of business.
• Provide written communication when requested such as policy documents, paid receipts, lender verifications, and email follow up etc.
• Process transactions in an omni-channel environment (i.e. servicing via phones, chat, emails etc.) for multiple lines of business and products.
• Use multiple computer applications; scheduling system, policy management systems, and various tools to assist.
• Maintain individual metrics in terms of performance and attendance, while demonstrating flexibility when it comes to shifts, upskilling, and skillsets based on business need.

Work Environment:

• This is a high-volume inbound call center role, with back-to-back customer contacts with scheduled breaks and lunches
• The position follows a remote schedule, with 100% of worktime working from home
• To be successful in this role, you must have a dedicated home office space that is free from distractions and outside noise, with the ability to connect to high-speed Ethernet

Schedule and Requirements:

• Monday - Friday, ability to work any shift in the center, our operational hours are 8 am to 8 pm EST (full-time).
• Candidates must be located in either Mountain Time Zone or Pacific Time Zone and will have a schedule of 9am - 6pm MST or 8am - 5pm PST
• Additional hours may be required during holidays and peak season
• Installation and usage of required equipment, including hardwiring into a router via ethernet cord
• Can meet required internet speeds based on department requirements

Required Qualifications:

• Ability to work effectively in a fast-paced, ever-changing environment, handling a high volume of work and supporting key corporate initiatives through independent work and multitasking
• High School Diploma or equivalent required
• Proficient in Microsoft Office and computer applications for servicing/quoting all products
• Proficient in utilizing knowledge management tools and resources
• Competencies: customer focus, ensures accountability, nimble learning, interpersonal savvy, situational adaptability, time management
• Reliable high-speed internet connection and a dedicated home office space that is quiet, private, and free from distractions

We are proud to offer our employees, their domestic partners, and their children, a wide range of insurance benefits:

• Two options for your health insurance plan (PPO or High Deductible)
• Prescription drug coverage (included in your health insurance plan)
• Vision and dental insurance plans
• Short and Long Term Disability coverage
• Supplemental Life and AD&D plans that you can purchase for yourself and dependents (includes spouse/domestic partner and children)
• Voluntary Benefit plans that supplement your health and life insurance plans (Accident, Critical Illness and Hospital Indemnity)

In addition to the above insurance offerings, our employees also enjoy:

• A robust 401k plan with up to a 5% employer match
• A retirement savings plan that is 100% company funded
• Paid time off that begins with 24 days each year, with more days added when you celebrate milestone service anniversaries
• Eligibility to receive a yearly bonus as a Munich Re employee
• Financial assistance for adoptions and infertility treatment
• Paid time off for eligible family care needs
• Tuition assistance and educational achievement bonuses
• A corporate matching gifts program that further enhances your charitable donation
• Paid time off to volunteer in your community

At American Modern, a subsidiary of Munich Re, we see Diversity and Inclusion as a solution to the challenges and opportunities all around us. Our goal is to foster an inclusive culture and build a workforce that reflects the customers we serve and the communities in which we live and work. We strive to provide a workplace where all of our colleagues feel respected, valued and empowered to achieve their very best every day. We recruit and develop talent with a focus on providing our customers the most innovative products and services.

We are an equal opportunity employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.