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Continental General · 3 weeks ago

Senior Customer Service Specialist

Austin, TX

Full-time

Hybrid

Mid, Senior Level

2+ years exp

Continental General is a growing company dedicated to helping others, providing insurance services for over 30 years. The Senior Customer Service Specialist will respond to inbound inquiries from policyholders, ensuring exceptional customer service and resolving issues related to their insurance policies.

Customer ServiceInsuranceRetirementService Industry

Hiring Manager

Joanna A.

Responsibilities

Actively seeks information to understand customer’s circumstances, problems, expectations and needs, for the purpose of resolving customer inquiries / issues

Shares and / or conveys routine and non-routine information to customers, regarding their account(s), maintaining a professional demeanor in all situations

Maintains, updates and monitors customer account information

Interacts with customers to provide information in response to routine and non-routine inquiries (telephone, email, mail, etc.) about products or services

Resolves moderately complex to complex incoming customer requests

Maintains product knowledge to confirm and discuss moderately complex information for products and / or product features, along with benefits / consequences of an action / request made by a customer / agent

Researches and resolves moderately complex to complex customer complaints to ensure customer satisfaction and retention. Documents processes used to correct issues

Responds to correspondence, complaints and information requests via telephone, e-mail, fax or regular mail

Utilizes computerized system for tracking, documenting questions / responses, information gathering and / or troubleshooting

May be responsible for the processing of moderately complex to complex transactions on customers’ accounts. Transaction processing may be specified by authority / guidelines

Applies knowledge of policies and procedures and utilizes general understanding of the business and organization. Complies with company and regulatory guidelines

Perform other duties as assigned