Senior Customer Service Representative

Great American Insurance Group

(Cincinnati, Ohio)

Full Time Travel Required

Job Posting Details

About Great American Insurance Group

Great American Insurance Group is engaged primarily in property and casualty insurance ("P&C"), focusing on specialized commercial products for businesses, and in the sale of traditional fixed and fixed-indexed annuities.

Summary

Great American's Annuity Operations Group is hiring a Customer Service Representative. This position is within the Policy Administration group.

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 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 inquiries (telephone, email, mail, etc.) about products or services. 
    * Resolves routine and non-routine incoming customer requests, referring more complex issues to more experience staff.
    * Develops product knowledge to confirm and discuss basic information for products and / or product features, along with benefits / consequences of an action / request made by a customer / agent.
* Researches and resolves simple to moderately 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, regular mail or regular mail.
* Utilizes computerized systems for tracking, documenting questions / responses, information gathering and / or troubleshooting.
* Process routine / simple disbursement transactions on customers’ accounts.  Transaction processing will be specified by authority / guidelines.
* Maintains familiarity with policies and procedures, as well as the business and organization.  Complies with company and regulatory guidelines.
* Performs other duties as assigned.

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 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 inquiries (telephone, email, mail, etc.) about products or services.
- Resolves routine and non-routine incoming customer requests, referring more complex issues to more experience staff.
- Develops product knowledge to confirm and discuss basic information for products and / or product features, along with benefits / consequences of an action / request made by a customer / agent.
Researches and resolves simple to moderately 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, regular mail or regular mail.
Utilizes computerized systems for tracking, documenting questions / responses, information gathering and / or troubleshooting.
Process routine / simple disbursement transactions on customers’ accounts. Transaction processing will be specified by authority / guidelines.
Maintains familiarity with policies and procedures, as well as the business and organization. Complies with company and regulatory guidelines.
Performs other duties as assigned.