Customer Relations Coordinator/Sr Customer Relations Coordinator
- Coordinate the development of written communication for inquiries from insured’s, regulators or other sources.
- Communicate with internal departments to gather the needed information for investigation.
- Investigate and retrieve information to develop a response, working with subject matter experts (Underwriting, Claims, Billing, Legal & Compliance Services).
- Analyze data and provide recommendations and solutions based on the investigation's findings, following guidance and procedures to recommend best course of action.
- Discuss issues with complainants, investigators, insureds and producers as needed.
- Draft well written and thoughtful responses to all inquiries while ensuring timeliness of inquiry responses.
- Maintain and monitor systems to ensure that all product complaint investigations received are appropriately investigated and concluded per the organization's complaint handling procedure.
- Additional responsibilities such as monitoring weather moratoriums and event recoveries as needed.
A college degree is preferred: Associate degree (AA/AS) or equivalent from a two-year college or technical school or a Bachelor’s degree (BA/BS) from a four-year college or university. Additional appropriate experience will be considered in lieu of a degree. Experience:
Three or more years’ related experience (communication, insurance operations, formal writing). Experience resolving a wide range of customer inquiries and problems and handling escalated customer complaints. Experience dealing directly with internal and external customers. Skills/
Knowledge:
- Proficient in the use of Microsoft Office productivity tools (e.g. Outlook, Word, Excel, CRM) to manage work.
- Knowledge of insurance underwriting (commercial preferred).
- Aptitude for problem solving and the ability to make both team-based and independent decisions; including ability to analyze complex issues, find the root cause of the problem, and consider a wide range of alternatives before acting.
- Demonstrate strong verbal and written communication skills, including ability to effectively present information and respond to questions from groups or individuals.
- Ability to multi-task and demonstrate flexibility while maintaining attention to detail.
- Demonstrate excellent organizational and customer service skills as well as strong interpersonal and negotiation skills.
- Ability to work independently and interact professionally and effectively in a team environment.
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