Customer Service Representative

A career at Concord Insurance Group is challenging and rewarding. Our group of caring associates create financial security by helping individuals and businesses make a new start when a loss occurs.

Job Description

As a Customer Service Representative, you will provide exceptional service to our agency partners and policyholders by developing, and maintaining, deep knowledge of our products, systems and services in order to effectively respond to their daily inquiries and communications. This critical resource serves as a mentor to junior team members, and maintains broad visibility across the company in order to develop and deliver top-quality service standards. Success in this role provides extensive career path opportunity throughout the organization.

Responsibilities

• Responsible for servicing agents and policyholders with information relating to policies including bills, payments, coverage information, etc.
• Handle an average of 35-45 inbound phone calls per day, and be responsible for end-to-end call resolution.
• Respond to agency partners and policyholders through chats, emails, and telephone calls.
• Educate agents and policyholders to manage their accounts on our customer website.
• Investigate and resolve payment inquiries.
• Process and mail underwriting notices.
• Create policyholder and agency correspondence.
• Other duties as assigned.

Requirements

• High school diploma or equivalent required, undergraduate college degree strongly preferred
• Ability to build rapport with agents, policyholders and team members
• Excellent communication, interpersonal, and problem-solving skills
• Must be dependable, reliable, and possess an energetic and positive attitude
• Proficiency in Microsoft Office suite of products, including Word and Excel

Benefits

At The Concord Group, we're proud to offer a comprehensive benefits package designed to support the wellbeing of our associates. This includes medical, vision, dental, life insurance, disability insurance, and a generous paid time off program for vacation, personal, sick time, and holiday pay. Additional benefits include parental leave, adoption assistance, fertility treatment assistance, a competitive 401(k) plan with company match, gym member/fitness class reimbursement, and additional resources and programs that encourage professional growth and overall wellness.


Why Concord Group Insurance

Since 1928, The Concord Group has been protecting families and small businesses across New England with trusted, personal insurance solutions. The Concord Group is a member of The Auto Owners Group of Companies and is recognized as a leading insurance provider through the independent agency system. Rated A+ (Superior) by AM Best, the company is represented by more than 550 of the best local independent agents throughout Maine, Massachusetts, New Hampshire, and Vermont.


At Concord Group, we believe in more than just insurance, we believe in our people. Our associates thrive in a supportive, collaborative workplace where community involvement, professional growth, and shared values drives everything we do.

Starting your career with The Concord Group means joining a team that values people first and gives you the opportunity to grow, give back, and make a lasting difference in the lives of those we serve.

Compensation

We are dedicated to fair and competitive total compensation package that supports the wellbeing and success of our associates. In addition to this, we offer other components like bonus opportunities.

Equal Employment Opportunity

The Concord Group is an equal opportunity employer and hires, transfers, and promotes based on ability, without consideration of disability, age, sex, race, color, religion, height, weight, marital status, sexual orientation, gender identity or national origin, or any factor contrary to federal, state, or local law.

The Concord Group participates in E-Verify.