Customer Care Specialist

Socket.dev; Erie (Erie County); On-site; USD 33,000 - 52,000; Full time

Job summary

Erie Insurance in Erie, PA is seeking a Customer Care Clerk to support billing, coverage and policy changes under moderate supervision. This position handles inquiries from policyholders and agents by phone and in person, and may involve property/casualty and life lines across states where ERIE does business.

Based at the Westport Office, the role contributes to cash handling, mail and document processing, and requires basic accounting awareness.

Qualifications

• High school diploma, or GED, required.
• Bachelor or associate degree preferred.
• Property/casualty or Life insurance and policy accounting experience preferred.
• Working knowledge of word processing and spreadsheet software preferred.

Responsibilities

• Reviews, processes and responds to general inquiries from Customer Care, Policyholders and Agents involving billing and policy coverage, nonpayment cancellations, coverage reinstatement due to nonpayment, and policy changes within guidelines. Escalates complex inquiries.
• Performs basic accounting functions and corrects errors in computerized accounting system.
• Responds to basic inquiries, in person and over the phone, from Policyholders and Agents. This includes accepting payments, resolving concerns/billing discrepancies, and providing policy documents for all property/casualty and/or life lines of business in all states in which ERIE conducts business.
• Handles currency transactions and balances the cash desk.
• Handles and distributes incoming mail, email and fax.
• Learns and maintains a working knowledge of all processing systems, as required.

Education

High school diploma or GED

Bachelor or associate degree preferred

Job description

Division or Field Office: Office of Exp & Customer Svc

Department of Position: Customer Service Dept

Work from: Westport Office, Erie PA

Salary Range: $32,565.00-$52,020.00*

*This range represents a national range and the actual salary will depend on several factors including the scope and complexity of the role and the skills, education, training, credentials, location (State) based on ERIE's geographical differences, and experience of an applicant, as well as level of role for which the successful candidate is hired. Position may be eligible for an annual bonus payment.

At Erie Insurance, you’re not just part of a Fortune 500 company; you’re also a valued member of a diverse and inclusive team that includes more than 6,000 employees and over 13,000 independent agencies. Our Employees work in the Home Office complex located in Erie, PA, and in our Field Offices that span 12 states and the District of Columbia.

Benefits That Go Beyond The Basics

We strive to be Above all in Service® to our customers—and to our employees. That’s why Erie Insurance offers you an exceptional benefits package, including:

• Premier health, prescription, dental, and vision benefits for you and your dependents.Coverage begins your first day of work.
• Low contributions to medical and prescription premiums.We currently pay up to 97% of employees’ monthly premium costs.
• Pension.We are among the 2% of Fortune 500 companies to offer a traditional pension plan. Full-time employees are vested after five years of services.
• 401(k) with up to 4% contribution match.The 401(k) is offered in addition to the pension.
• Paid time off.Paid vacation, personal days, sick days, bereavement days and parental leave.
• Career development.Including a tuition reimbursement program for higher education and industry designations.

Additional benefits that include company-paid basic life insurance; short-and long-term disability insurance; orthodontic coverage for children and adults; adoption assistance; fertility and infertility coverage; well-being programs; paid volunteer hours for service to your community; and dollar-for-dollar matching of your charitable gifts each year.

Position Summary

Under moderate supervision provides clerical service and support to the Customer Care Operations Department regarding billing issues, coverage, non-pay and policy changes. Respond to Policyholder and Agents general inquiries, concerns regarding policy issues, over the phone and in person. May include inquires related to billing, coverage or cancellation for all lines of property/casualty and/or life business in all states in which ERIE conducts business.

This posting is to support the VIN Verification Line Monday through Friday 8a-4:30pm from the Westport location.

Duties and Responsibilities

• Reviews, processes and responds to general inquiries from Customer Care, Policyholders and Agents involving billing and policy coverage, nonpayment cancellations, coverage reinstatement due to nonpayment, and policy changes within guidelines. Escalates complex inquiries.
• Performs basic accounting functions and corrects errors in computerized accounting system.
• Responds to basic inquiries, in person and over the phone, from Policyholders and Agents. This includes accepting payments, resolving concerns/billing discrepancies, and providing policy documents for all property/casualty and/or life lines of business in all states in which ERIE conducts business.
• Handles currency transactions and balances the cash desk.
• Handles and distributes incoming mail, email and fax.
• Learns and maintains a working knowledge of all processing systems, as required.

The first fourduties listed are the functions identified as essential to the job. Essential functions are those job duties that must be performed in order for the job to be accomplished.

Regular and predictable attendance is an essential job function. For certain positions at ERIE, including leadership roles, regular and predictable onsite presence may also be an essential job function based on business and operational needs.

This position description in no way states or implies that these are the only duties to be performed by the incumbent. Employees are required to follow any other job-related instruction and to perform any other duties as requested by their supervisor, or as become evident.

Capabilities

• Values Diversity
• Detail Orientation
• Nimble Learning
• Self-Development
• Collaborates
• Job-Specific Knowledge
• Customer Focus
• Cultivates Innovation
• Instills Trust
• Optimizes Work Processes (IC)
• Decision Quality
• Ensures Accountability

Qualifications

Minimum Educational Requirements

• High school diploma, or GED, required.
• Bachelor or associate degree preferred.

Additional Experience

• Property/casualty or Life insurance and policy accounting experience preferred.
• Working knowledge of word processing and spreadsheet software preferred.

Designations and/or Licenses

• Preferred courses or designations:
  • Intro to Property/Casualty course
  • General Insurance Program (INS 21, 22, 23)
  • Fellow, Life Management Institute (FLMI)

Physical Requirements

• Lifting/Moving 0-20 lbs; Occasional (<20%)
• Lifting/Moving 20-50 lbs; Occasional (<20%)
• Ability to move over 50 lbs using lifting aide equipment; Occasional (<20%)
• Driving; Rarely
• Pushing/Pulling/moving objects, equipment with wheels; Occasional (<20%)
• Manual Keying/Data Entry/inputting information/computer use; Frequent (50-80%)
• Climbing/accessing heights; Rarely