Commercial Customer Contact Center Rep

Today, NJM Insurance Group, is a leading mid-sized U.S. property and casualty insurance company with 90 consecutive years of A+ financial strength ratings by AM BEST. Due to exceptional employee experience, NJM has been included on the latest Forbes List of Best Employers in New Jersey for the fourth year in a row. The NJM reputation for being a top provider of outstanding customer service was reaffirmed by the most recent J.D. Power Auto Insurance Claims Survey.

Over the last five years, the Company has focused on a strategic plan that calls for it to become a regional property & casualty insurer and has transitioned away from its affinity-based membership model. To that end, the Company has added an independent agency model for new lines of middle and large commercial and has more than doubled its product offerings. NJM now offers its various products to businesses across New Jersey, Pennsylvania, New York, Maryland, Delaware, and Connecticut.

NJM’s Commercial Lines department conducts business for policyholders and preferred agencies within the Mid-Atlantic region, specifically NJ, PA, NY, MD, DE, CT. Products include Commercial Auto, G/L, Workers Comp, BOP, Excess/Umbrella, and Package. The Commercial Lines function encompasses Underwriting, Sales, Operations, Premium Audit, Product Management, Product Development, Loss Prevention and Business Process Unit.

 

The Commercial Lines Representative is the primary NJM customer contact via the phone, or other means of communication for commercial lines business. The representative provides timely customer service via incoming telephone calls in an automated call delivery environment. They assist with responding to inquiries from direct written policy holders, agents, regulatory agencies and internal sources. They assume ownership and timeliness in handling customer inquiries and policy change requests in an efficient, accurate and professional manner.

Training is full-time in the office. Once Training is complete there will be an opportunity to be remote 2 days per week.

The Scheduled hours are Monday - Friday 8:45am - 5:00pm

Essential Duties and Responsibilities: Essential functions of this job are listed below in order of priority. Reasonable accommodation may be made to enable individuals to perform the essential duties. Regular and predictable onsite attendance is an essential function of the job.

·       Responds promptly and accurately to inquiries from policyholders, brokers, regulatory agencies and internal through all available means of contact. Communicate with customers to review coverages, obtain and review pertinent information essential to underwriting commercial lines risks

·       The representative may handle coverage verifications, requests for identification cards, certificates of insurance and reinstatement requests based on Level of Authority. The representative may also prepare special letters to address underwriting concerns and enter data for mid-term changes and renewals

·       Works directly with our sales department to provide customer assistance with inquiries related to exposure pricing and coverage verification

·       Sets up appropriate PolicyCenter activities for required future action

·       Exercises independent judgment in reviewing exposures to ensure they fall within

Established level of authority guidelines

·       Demonstrate the ability to analyze information to make appropriate decisions and solve problems.

·       Learn basics for Property and Casualty insurance principles and company products

·       Navigate multiple systems and applications to research, analyze and resolve customer inquiries

·       Maintain established levels of productivity and quality standards within a fast-paced environment

·       Process assigned work and handle call volumes within the established timeframe

·       Works well with both internal/external business partners to provide quality products and services for our customers

·       Assists with training internal staff as needed

·       Provides back-up to operations staff on an as needed basis

·       Works on special projects and assignments and completed other duties as assigned

Required Qualifications: Knowledge, skills & abilities, experience, minimum & desired education, certification and/or license requirements.

·       Strong customer service skills including oral and written communication

·       Experience in a call center or customer service environment a plus

·       Knowledge of customer service principles and practices

·       Strong communication, interpersonal and writing skills

·       Ability to work independently and in a team to complete assignments in a timely manner

·       Strong organizational skills, ability to handle multiple priorities; must be detail oriented

·       Demonstrated commitment to team and departmental goals

·       Ability to make informed decisions, achieving the appropriate results

·       Strong decision-making capabilities

·       Excellent data entry skills are required

·       Proficiency in using computers, Microsoft Office Suite and automated insurance processing system

·       GED Required

Preferred Qualifications:

·       Bachelor’s Degree preferred

·       Minimum of 2 years’ working experience in Commercial Property and Casualty insurance

·       Insurance Producer License with Property & Casualty authority, or achieve in first 6 months

Legal Disclaimer: NJM is proud to be an equal opportunity employer. We are committed to attracting, retaining and promoting a diverse and inclusive workforce that is fully representative of the diversity that exists in the communities in which we do business.

NJM reserves the right at any time to amend, add or delete any aspect of the job description for this position based on business needs.

 

Compensation: Salary is commensurate with experience and credentials.

Pay Range: $58,737-$68,218