Job Description
About Patra
Patra Corporation is the worldwide leader in insurance back-office and account management business process outsourcing. Patra offers a wide range of services designed to lower costs, reduce risk and improve employee productivity through the transfer of account management and business support functions, such as policy checking, certificate issuance, eligibility processing, quality control and account audits, to operation centers in the US, India, and the Philippines.
Core Duties
Our Property & Casualty licensed Personal Lines Customer Care Specialist is responsible and focused on managing the day-to-day on personal insurance for active client. This role will take approximately 30-50 calls per day and be responsible for inbound sales and fulfillment. The goal is to proactively and efficiently educate new customers about policy coverages based on their needs, and to meet the required targets set forth by our client agreement.
The Customer Care Specialist serves as the primary contact and liaison with clients to ensure ongoing consistency. Our commitment to the client is to provide positive and quality fulfillment in all areas, ensuring timely and accurate product delivery.
Candidate will be a self-starter, well organized, highly detailed, possess excellent written and verbal communication skills, and have a solid personal lines insurance knowledge base.
Primary Responsibilities
- Inform, educate, and make suggestions to customer / prospects about policy coverages, changes, exclusions, and insurance coverage needs
- Deliver strong customer service by responding swiftly and managing inquiries, concerns and requests from incoming phone calls, emails, faxes, and mail from account managers / customers / prospects
- Adapt to various insurance carrier rating websites
- Solve problems quickly and effectively and implement solutions to meet the needs of customer / prospect
- Forge relationships with customer / prospects and insurance carriers
- Proactively research and have detailed knowledge of current market conditions
- Maintain knowledge and understanding of technology-based tools and solutions in support of personal lines business
- Use analytical and critical thinking in work processes and communication skills
- Maintain a paperless workflow
- Maintain knowledge of various states insurance guidelines
- Understand customer challenges and partner to find solutions
- Identify and communicate to team leads any areas where efficiencies can be improved as well as various other elements of the department such as increasing revenue
- Other duties as assigned.
Minimum Requirements
- High School Diploma or Equivalent
- 1 to 3+ years of Personal Lines Experience
- Retail Brokerage Experience and/or working with multiple carrier websites preferred
- Active Property & Casualty Insurance License
- WORKING HOURS: 11PM - 8PM Eastern Standard Time Zone which includes 1 Saturday every 4 weeks working 9AM - 530PM EST.
- Work from home remotely in United States only
- Minimum internet speed of 6 mbps download and 3 mbps upload; Wired Ethernet cable connection from home router to computer; No Satellite
Knowledge, Skills and Abilities
- Firm working knowledge of personal lines coverages and services
- Experienced user of Agency Management Systems and Electronic Document Management
- Be self-starter, creative, and problem solver
- Must be detailed oriented and well organized
- Superior organizational skills and time management
- Excellent verbal and written communication skills
- Accurate data entry and excellent typing skills
- Excellent customer service skills
- Must have excellent computer / internet skills as well as proficiency in using carrier websites and in Microsoft Outlook, Excel, and Word as well as Adobe
Work Standards
- Demonstrates the ability to work well with Patra colleagues and clients and with external organizations
- Promotes Culture of Respect & Safety:
- Demonstrates commitment to personal responsibility and value for safety and respect
- Communicates concerns
- Uses and promotes safe respectful behaviors based on training and lessons learned
Subject to and expected to comply with all applicable Patra Corp policies and procedures.
Equal Employment Opportunity
Patra Corporation is an equal opportunity employer committed to celebrating diversity and creating a safe and inclusive environment for all employees.
