Senior Customer Service Representative

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.

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

* 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.

* High School Diploma or equivalent. * 1-3 years experience in customer service (insurance or banking) preferred, but not required.