Customer Care Associate

Job Title

Customer Care Associate

Job Description

Do you have a strong desire to help others with life's unpredictable moments? Do you provide a superior customer experience by building an authentic emotional connection with customers and maintaining a high level of professionalism and productivity? As the first point of contact for customers, agents, and claimants, the Customer Care Associate provides needed assurance and crisis management while setting the tone for Travelers' Claim experience. By handling a high volume of incoming calls, you will accurately and efficiently capture first notice of loss information and respond to customer inquiries. As you expand your communication, technical, and business knowledge you will have the opportunity to grow your career at Travelers. Bilingual candidates are encouraged to apply.

Job Responsibilities

• Build and maintain customer satisfaction and trust by graciously listening to denote customer concerns and effectively applying learned product and systems knowledge.
• Adapt and modify communication style to provide a positive, consistent, empathetic, and thorough customer experience.
• Assess a variety of customer situations to ensure appropriate and comprehensive documentation of information following the guidelines of multiple workflows under the corresponding line of business.
• Navigate numerous technological systems and platforms simultaneously to accurately access and input information while interacting with the customer.
• Perform other duties as assigned.

Ideal Candidate Skills

• Strong ability to maintain composure and flexibility while displaying passion, integrity, commitment, and drive to deliver a positive, differentiated service that improves our customers' lives.
• Excellent communication skills with the ability to actively listen, empathize, build trust, establish rapport, and effectively de-escalate customer issues.
• Self-starter with the ability and drive to continuously learn new skills and flexibly adapt to new information and technology platforms.
• Strong multitasking skills including the ability to apply typing skills and system navigation to proactively address customers' needs and concerns.
• Ability to work well in a structured work setting and adhere to a daily schedule including commitment to excellent attendance with proven reliability.

Benefits

• Health Insurance: Employees and their eligible family members – including spouses, domestic partners, and children – are eligible for coverage from the first day of employment.
• Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
• Savings & Retirement: Travelers matches your 401(k) contributions dollar-for-dollar up to your first 5% of eligible pay.
• If you have student loan debt, you can enroll in the Paying it Forward Savings Program.
• Wellness Program: The Travelers wellness program is comprised of tools and resources that empower you to achieve your wellness goals.
• In addition, our Life Balance program provides access to professional counseling services, life coaching and other resources to support your daily life needs.
• Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved.
• Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.

Employment Practices

Travelers is an equal opportunity employer. We value the unique abilities and talents each individual brings to our organization and recognize that we benefit in numerous ways from our differences.

In accordance with local law, candidates seeking employment in Colorado are not required to disclose dates of attendance at or graduation from educational institutions.

If you are a candidate and have specific questions regarding the physical requirements of this role, please send us an email so we may assist you.

Travelers reserves the right to fill this position at a level above or below the level included in this posting.