Customer Service Representative

Penn Lumbermens Mut Ins Co; Philadelphia (Philadelphia County); On-site; USD 42,000 - 56,000; Full time

Job summary

Penn Lumbermens Mut Ins Co in Philadelphia is seeking a Customer Service Specialist who will serve as the point of contact for policyholders and brokers. You will handle calls, e-mails, and inquiries related to claims, underwriting, and billing, and you will assist with e-payments and delinquency tracking.

The role requires a Property & Casualty license, strong communication skills, and the ability to work in a fast-paced, paperless environment.

Qualifications

• Excellent communication skills, both written and verbal.
• Ability to work in a fast-paced, multi-function environment.
• Knowledge of insurance processes including claims and underwriting.

Responsibilities

• Answer calls for all departments from the main customer service number following company standards.
• Assist customers with information about claims and underwriting.
• Handle billing inquiries for insurance premiums and assist with e-payments and delinquencies.
• Process new business submissions and set up new claims as needed.
• Provide training to brokers on the Producer Portal.

Skills

Oral and written communication

Multitasking

Customer service

Problem solving

Workload prioritization

Education

Property & Casualty Agent license

Continuing education participation

Tools

Microsoft Office

Job description

Description

Position Summary: The purpose of this position is to be the point of contact for our policyholders and brokers.

Essential Functions and Responsibilities:

• Answer calls for all departments from the main customer service telephone number following company standards
• Assist customers with general information about claims and underwriting
• Handle internal and external billing inquiries for insurance premiums paid including assisting with e-payments and delinquency
• Handling incoming e-mails sent to the Customer Service e-mail address
• Log in all new business submissions
• Set up all new claims that are called in, e-mailed or faxed
• Obtain DNB reports
• Process Loss Run Requests and direct brokers to the Producer Portal
• Provide training to brokers on the Producer Portal
• Handle outbound phone calls for potential weather relate claims
• Provide backup support to other Customer Service Representatives to ensure company standards are met
• All other duties as assigned

Knowledge and Skills:

• Insurance experience preferable commercial insurance
• Must obtain Property & Casualty Agent's license
• Must participate in the Company’s continuing education opportunities
• Proficiency in Microsoft software required
• Comfortable working in paperless environment
• Strong oral and written communication
• Ability to work in multi-functioning and fast paced environment
• Ability to work through difficult situations with customers
• Ability to prioritize workload

Physical Requirements:

• Ability to communicate effectively by telephone
• Ability to sit for extended periods of time and to move intermittently throughout the workday
• Ability to travel solo for work functions