Customer Relationship Specialist

: Description:

Who are we?

Western National Insurance Group is a private mutual insurance company with over 120 years of experience serving customers' property-and-casualty insurance needs in the Midwestern, Northwestern, and Southwestern United States. Known as “The Relationship Company®,” we define success as a measure of the relationships we've built over time. In everything that we do, we know that delivering a friendly and helpful interaction makes for a better experience for everyone involved. That's the power of “nice”. At Western National, nice is something we work to bring to every person and organization with whom we partner and serve.

Does this opportunity interest you?

Western National is seeking a Customer Relationship Specialist to join our team!

The individual in this role will have the opportunity to provide prompt, professional, and courteous customer service through multiple communication channels, reinforcing our commitment as ““The Relationship Company®”.

What are the responsibilities and opportunities of this role?

• Responds to and answers agent and customer inquiries, providing a positive and memorable customer experience as well as “one and done” service whenever possible.
• Maintains accurate records of inquiries and actions.
• Seeks relevant information and answers to key questions from defined sources.
• works under close supervision on non routine issues and tasks.
• Documents interactions and provides feedback to manager on recurring issues.
• Recognizes recurring problems based on past experiences and precedents.
• Chooses from established alternate approaches to find a solution.
• Consistently acts according to our customer experience standards by responding quickly, maintaining a positive attitude, building rapport, demonstrating empathy, managing the customer's expectations, using the proper communication channel for the situation, and taking ownership to ensure the customer's issue is resolved.

Requirements:

What are the must-have qualifications for a candidate?

• Passion for customer service excellence.
• Strong relationship-building and interpersonal skills.
• Ability to learn and work concurrently across multiple systems.
• Ability to understand the customer's perspective and empathize.
• Proactive approach to problem solving.
• Ability to prioritize and organize.
• High school diploma or equivalent; experience in lieu of educational requirement acceptable.

What will our ideal candidate have?

• Proficient use of various core systems, office and computer equipment, and software packages.
• Previous property-and-casualty insurance industry experience.
• Knowledge of personal lines and / or commercial lines coverage and policies.

Schedule requirements

This position entails a rotating schedule, which includes the following shifts:

7:00 a.m. - 3:30 p.m.

7:30 a.m. - 4:00 p.m.

8:00 a.m. - 4:30 p.m.

8:30 a.m. - 5:00 p.m.

10:00 a.m. - 6:30 p.m.

11:00 a.m. - 7:30 p.m.

Compensation overview

The full hiring range for this role is $20.30 - $26.84 hourly. However, the base pay offered may vary depending on the job-related knowledge, skills, credentials, and experience of each candidate as well as other factors such as the scope and location of the role. Candidates looking for compensation outside of the posted range are encouraged to apply and will be considered based on their individual qualifications and / or may be considered for other positions.

Culture and Total Rewards

Western National has long been known as “The Relationship Company®” and caring for our employees is part of that relationship commitment. We value connectiveness, empowerment, and accountability, and we believe that our employees are our biggest asset.

Currently ranked as the 41st largest private company by revenue in Minnesota (Minneapolis/St. Paul Business Journal), Western National has earned accolades year-over-year as an employer of choice and garnered multiple awards for wellness in the workplace. Western National has also been named a Top Workplace by the Star Tribune for the past four consecutive years. In addition, the Group is consistently recognized as a Ward's 50 property-and-casualty insurance company for its outstanding financial results.

Western National offers full-time employees a significant Total Rewards Package, including:

• Medical insurance plan options and other standard employee benefits, including dental insurance, vision benefits, life insurance, disability insurance, and more!
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
• 401(k) Plan (participants are eligible for 100% matching on the first 6% of their contributions)
• Wellbeing Program, including onsite fitness studio
• Paid Time Off - including holiday, vacation, and volunteer
• 100% company-paid tuition reimbursement for approved job-relevant coursework and access to The Institutes (Risk and insurance education)
• Paid parental leave
• Bonus opportunities

Western National believes in supporting balance between work and life by providing a flexible work environment, which includes a variety of hybrid and remote work arrangements designed to balance individual, job, department, and company needs.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Western National provides employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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