Customer Exeperience Officer

MMC; Kahului (HI); Hybrid; USD 34,000 - 58,000; Full time

Benefits offered by this job

Health benefits

Tuition assistance

401K savings

Job summary

MMC in Hawaii seeks a Customer Service Associate to serve as the primary contact for customers, assisting with inquiries, billing issues, and account updates.

Under supervision, you will handle calls, emails, and in-person interactions, ensure accuracy, and support claims and enrollment tasks; weekend work is required.

Qualifications

• High school diploma or GED required; 1–3 years customer service experience preferred.
• Certificate or license in Hawaii property & casualty is a plus but not required.
• Strong communication, time management, and computer skills.

Responsibilities

• Interact with customers by phone, email, and in person to resolve inquiries and issues.
• Handle billing questions, process payments, and update account information.
• Assist with claim intake, documentation, and carrier follow ups as needed.
• Provide service in a fast-paced environment while meeting deadlines.
• Support weekend and flexible hour requirements as determined.

Education

High school diploma or GED

Job description

Job Summary:

Supports the company's customer service delivery as the primary point of contact for customers. Under direct supervision, works closely with customers, agents, and fellow employees to resolve inquiries and issues promptly and efficiently.

Duties & Responsibilities:

Interacts and provides exceptional customer service to customers, including difficult or irate customers by phone, in person, or by email to deliver the best service possibleAnswer incoming phone calls promptly and complete requested tasks or direct calls to the appropriate person in the company if the inquiry cannot be resolved on the first contact.Place outbound calls as necessary to complete Customer inquiries.Answer and service customers regarding billing issues including receiving and processing payment when applicable.Perform duties in accordance with Customer Service Center's objectives and standards for customer and third-party inquiries such as:Issue Auto ID cards and other related documentsChanges to mailing addressAddition/deletion of auto(s)Cancellation requests, generate LPR, distribute to customerIssue copies of certificates of insurance (COIs), proof of coverage, and evidence of insurance (EOI)Other general inquiriesProcess direct bill reinstatements received from customers, agents and account managers.Adhere to established customer service and documentation standards required timeframes; perform duties within defined service standard levels.Respond to carrier requests for additional information.Assist customers and agents with claim intake and report of claims to carriers, including follow-up on claim status at the request of the customer or agent.Place outbound call to customer after claim has been submitted to ensure adjuster contact.Assist other team members as needed to meet agency, team, and individual goals.Marginal Duties:Performs other duties as assigned.Adheres to the company's Attendance Management Policy.The position is Hybrid and will require in-office work depending on company operational requirements or other circumstances.Assist in the training of other employees as necessary.

Qualifications:

Education and/or Experience:High school diploma or general education degree (GED) required.1-3 years customer service experience preferredEquivalent combination of education, experience, and/or training will be considered.

Certificates, Licenses, Registrations:Hawaii State Property & Casualty Solicitor's License preferred, but not required

Knowledge, Skills & Abilities:Demonstrate a positive, service-oriented attitude toward customers, agents, and employee peers.Basic knowledge in P&C InsuranceType 35 wpm accurately and 10-key by touch.Excellent verbal and written communication skills.Demonstrated ability to operate general office equipment (copier, fax, etc.).Demonstrated ability to work independently in a fast-paced environment.Ability to prioritize work, manage time effectively, and handle multiple tasks.Experience with or knowledge of PC navigation and Microsoft Office Suite of Products and applications.Demonstrated knowledge of and skill in the following:customer service orientationoral and written communicationtime management and prioritizationorganizationdetail and results orientedteamworkadaptability

Other:Must be able to work on weekends and flexible hours as determined by the requirements of the position.

Working Conditions:

Physical Demands:Required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk and hear.Occasionally is required to climb or balance and stoop, kneel, and crouch. Occasionally lifts and/or moves up to 20 pounds. Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment:Noise level in the work environment is usually moderate.

Compensation and Benefits:

The applicable base salary range for this role is $34,100 to $58,200.

The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs.