Senior Customer Experience Manager ensuring client satisfaction and managing complex relationships at Q2. Building strong partnerships and overseeing project execution within banking solutions.
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Hybrid Senior Customer Service Specialist – International Bond & Marine Brokerage
Posted 3 months ago
About the role
- Senior Customer Service Specialist handling customer service requests for International Bond & Marine Brokerage at Intact Insurance. Responsible for policy renewals and billing inquiries in the insurance domain.
Responsibilities
- Fields both phone calls and written correspondence (including e-mail) from insureds and field office personnel
- Responsible for the renewal of insurance policies
- Invoice New and Renewal Business
- Responds to Billing inquiries including in-depth analysis of balances preparation of payment/premium histories as needed
- Uses independent judgement to take appropriate action but will review defined guidelines to satisfactorily resolve issues, i.e., waive fees, amend installments, adjust minimum dues, etc.
- Interacts with customers and/ or agents for the collection of an account
- Responsible for resolving and collecting past due receivables by initiating customer and agency contact
- Provides Loss Runs, copies of policies, copies of billing documents as requested
- Identify and analyze system problems impacting billing distinguishing between billing system issues or other systems with an impact to billing; create ticket or forward to appropriate area to address
- Prepares and submits documentation for Surplus Lines Filings through Third Party
- Train/provide guidance to other team members in new functions/changes when requested
- Assist in training of new hires
Requirements
- Bachelor’s degree preferred
- 3-5 years customer service experience required
- 3-5 years P&C insurance background, Commercial and Specialty Lines preferred
- Applied/Epic system experience a plus
- P&C producer license a plus
Benefits
- Comprehensive medical, dental and vision insurance with no waiting period
- Competitive paid time off programs
- 401(k) savings and annual contributions of up to 12% of annual salary
- Mental health support programs
- Life and disability insurance
- Paid parental leave
- A variety of additional voluntary benefits
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