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Customer Care Specialist I
Operations

US-LA-Baton Rouge

Posted: 9/6/2017
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Job Snapshot
CATEGORY: Operations LOCATION: US-LA-Baton Rouge
POSTING ID: 2089/1329/10705 EMPLOYEE TYPE: Full-Time
EXPERIENCE: Not Specified
Job Description

Primary Purpose:

Responsible for being a customer advocate by handling inbound and outbound phones calls and multimedia contacts, responding to customer and agent inquiries, policy and billing questions, customer complaints and providing quotes.   Individuals in this role will project a professional company image through courteous and efficient interaction with internal and external clients, ensuring complete customer satisfaction during all touch points.   

Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  • Answer phones, emails and/or live chat requests from both internal and external customers, review accounts and respond appropriately to questions and requests
  • Process customer payments by telephone while following PCI compliance protocols
  • Identify, research and report customer policy and billing issues using the computer systems
  • Follow up on customer inquiries not immediately resolved, to ensure appropriate changes were made for satisfactory resolution and keeping clients informed of progress
  • Determine the urgency of calls or requests and follow escalation procedures when necessary
  • Provide quotes for new policies, renewals and endorsements, as well as process non-premium endorsements
  • Provide customers with product and service information
  • Performing administrative tasks such as maintaining information and processing paperwork
  • Document customer complaints that cannot be fully resolved in Client Services, so they can be relayed to appropriate departments for further investigation and handling
  • Other duties as assigned

Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • High school diploma or general education degree (GED)
  • Customer service experience
  • Must possess effective verbal and written communication skills
  • Excellent interpersonal skills
  • Excellent listening skills that allow effective problem solving
  • Strong computer skills and working knowledge of Microsoft Office applications including Outlook Email and Word

Desired Skills:

  • Bachelor degree
  • Call Center experience
  • Experience in the insurance industry
  • Property & Casualty and/or Life & Health License(s)
  • Bilingual (English/Spanish)

Applicants must be available to work a flexible schedule Monday through Friday between 10am-8pm and every other Saturday 8am-5pm.

The next New Hire Class we're recruiting for will begin on 10/03/17.

Job Requirements

About National General Holdings:

National General Holdings Corp. is headquartered in New York City. National General traces its roots to 1939, has a financial strength rating of A- (excellent) from A.M. Best, and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products. We are a specialty personal lines insurance holding company. Through our subsidiaries, we provide a variety of insurance products, including personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, lender-placed and other niche insurance products.

National General is a fast paced, dynamic, and entrepreneurial organization. Our team members live by and exemplify what we call the 4Es. At National General, we are Energized, Engaged, Empowered, and we Execute every day in order to provide an exceptional experience for our customers! We are passionate about our organization and the value that we add every day. A successful candidate with National General will embody the 4Es. Our team is poised to outperform the competition. We are National General Insurance and with us you can be extraordinary! Come join our team!

Companies and Partners

Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.

In addition to a phenomenal career opportunity, National General Insurance offers an excellent benefits package including:

• Paid Training
• Medical, Dental, Vision benefits
• Wellness Programs
• Life and Short/Long Term Disability Insurance
• 401k w/ Company Match
• Company Paid Holidays & Generous Time-off policy
• Employee Discount Program
• Career Advancement and Development Opportunities
• On-site Healthcare Clinic (Winston-Salem and Cleveland offices)
• On-site Fitness Center (Cleveland and Dallas offices)
• Subsidized parking (Cleveland office)

National General Holdings Corp. is an Equal Opportunity (EO) employer - Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.

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