Customer Service Representative - Hybrid

Randstad USA; Worcester (MA); On-site; USD 46,000 - 60,000; Full time

Benefits offered by this job

Major medical insurance

Dental insurance

Vision insurance

401k plan

Job summary

Randstad, in partnership with The Hanover Insurance Group, is hiring Insurance Solutions Specialists to join the Commercial Lines CSC team on a temp-hire basis at corporate offices in Worcester, MA or Howell, MI.

Responsibilities include handling customer contacts, policy changes, and underwriting tasks with a productivity target and structured shifts. A Property & Casualty license is required within 30 days; licensing costs are covered. Benefits include medical, dental, vision, and 401k.

Qualifications

• 2 years of experience in insurance or customer service.
• Experience level: Experienced.
• Education: High School required.

Responsibilities

• Handles incoming calls and emails from customers and Agents regarding billing questions, coverage, policy changes and Certificates of Insurance.
• Explains policy coverage and provides insurance advice through research and problem resolution.
• Initiates calls to retain customers, upsell coverages, and gather information for risk assessment.
• Underwrites risk within authority for policy changes and customer communications.
• Contributes to outbound calls for cross-sell opportunities and lead generation.
• After onboarding, strives to meet a productivity goal and adheres to a structured shift schedule.

Skills

Inbound Calls

MS Office

Written Communication

Creative Solutions

Insurance

Customer Service

Data Entry

Education

High School (required)

Job description

Randstad in partnership with The Hanover Insurance Group are actively hiring multiple Insurance Solutions Specialists to join their Commercial Lines team on a temp-hire basis located at the corporate offices in either Worcester, MA or Howell, MI. The Hanover Insurance Group is an industry leading Property Casualty Insurance Co. with over 170 years of rich history and tradition. Recognized as One of America’s Top Employers (Forbes) and A Best Places to Work (Business Insurance) The Hanover Insurance offers a collaborative environment that fosters development and growth.

What's in it For You?

Career Development: Six-month temp to hire employment offering comprehensive job training and continued mentorship ongoing. Expectation is that total compensation increases upon successfully meeting requirements for permanent employment with The Hanover.

Hourly Pay Rate:

• Licensed Insurance Solutions Specialist: $25/hour
• Unlicensed Insurance Solutions Specialist: $22/hour
• Expectation is that total compensation increases upon successfully meeting requirements for permanent
• employment with The Hanover.

Schedule:

• Monday-Friday 8:00am - 4:30pm EST (during training for the first 8-9 weeks)
• Monday-Friday between 10:00am – 9pm EST (10:00-6:30pm, 10:30-7:00pm, 11:00-7:30pm, 11:30-8pm, 12:00-8:30, or 12:30-9:00 pm) you will be assigned a shift (after training) averaging 38.75 hours/week. Seniority based Shift bid capabilities after 6 months.

Benefits:

Yes, Randstad offers major medical insurance, dental, vision and 401k.

P&C Agent License:

A Property and Casualty Insurance license is required within the first 30 days. Hanover will pay for the employee to attend the licensing class and will cover the cost for the initial licensing test. The P & C license is a requirement of this position and continuation of employment is dependent on keeping the P & C license current. Failure to do so may result in termination of your employment with The Hanover.

Position Overview/Summary:

As an Insurance Solutions Specialist in the Commercial Lines CSC team, you will be responsible for managing customer contact and for providing timely, quality service to Agents, commercial policy holders, and vendors by phone in a multi- state territory. This includes making policy changes, explaining coverage, updating company records and may include underwriting small business policies.

Responsibilities:

• Handles incoming calls and emails from customers and Agents regarding moderate to complex billing questions (i.e.misapplied funds, billing breakdowns, etc.), coverage questions, policy change requests and Certificates of Insurance.
• Interprets and explains policy coverage; counsels, educates and provides accurate insurance advice through researching and resolving problems.
• Initiates calls to customers for the purpose of retaining their business, offering optional limits and deductibles and gathering information to properly assess the insurance exposures and risks.
• Underwrites risk (within authority level) for policy changes and each time there is communication with the
• customer.
• Be able to make outbound calls to current customers to review current coverages, upsell additional coverages and
• limits and obtain leads for cross-sell opportunities.
• After an acclimation period, Insurance Solutions Specialists are expected to meet a Productivity goal. This includes handling a combined average of 28 incoming calls and emails per day.
• In order to provide coverage for incoming calls and email volumes, scheduling of shifts is very structured. Team members are expected to meet a 94% adherence goal. Adherence is a goal based on following a daily schedule, which includes start and ending shifts on time, scheduled lunches and breaks, etc.

Skills:

• Inbound Calls
• MS Office
• Written Communication
• Creative Solutions
• Insurance
• Customer Service
• Data Entry

Qualifications:

• Years of experience: 2 years
• Experience level: Experienced

Experience

• Experienced
• 2 years

Education

High School (required)

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.