Customer Service Representative
Location: Scranton, Pennsylvania
Description: Kemper Property and Casualty Companies is in need of Customer Service Representative right now, this occupation will be presented in Pennsylvania. Further informations about this occupation opportunity kindly see the descriptions. Under direct supervision, administers the company's customer relations program and participates in assigned customer relations studies and projects.
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1. Works directly with customers, agents, attorneys, claimants, insurance regulators, to answer telephone inquiries requiring a thorough knowledge of company organization and procedure.
2. Handles telephone complaints directed to the corporate office including those attempting to reach corporate executives, identifying unusual or sensitive complaints, conducting investigations and referring or responding as appropriate.
3. Handles written complaints or inquiries addressed to corporate officers and other personnel, acknowledges and refers to appropriate authority for resolution, identifying sensitive or complex complaints and bringing them to management's attention.
4. Responds to written inquiries regarding the Kemper Insurance Companies.
5. Reviews complaints entered on the on-line customer communication system for coding accuracy and to ensure responses meet corporate guidelines.
6. Reviews complaint responses completed by! the field offices to ensure communications to policyholders m! eet established company guidelines.
7. Gathers and provides information regarding field use of the customer communication system coding and handling of customer complaints for use in Customer Relations field audits.
8. As needed, provides customer support during times of catastrophe claim handling.
9. Reviews unidentified mail, including misdirected checks, and routes to appropriate department for handling.
10. Gathers and provides information for state insurance department market conduct examinations.
11. Receives Fraud Buster Hotline calls for the Special Investigative Unit. Prepares informant statements and refers to appropriate SIU investigator, expediting calls which warrant special attention.
12. Tracks telephone calls/statistics for customer relations 800 line and corporate marketing 800 line reporting unusual activity to manager.
13. Responds to inquiries regarding and as a result of the company's annual! proxy procedure.
14. Participates in promoting customer relations activities.
15. Keeps manager and staff informed of activities and problems affecting policyholders or potential media problems for the company which surface during day-to-day communications.
16. Performs other related work as required or requested.
Regular contact with consumers, policyholders, claimants, home office, branch and regional units. Regular contact with regulators from state insurance departments to resolve customer issues.
Education equivalent to two years of college, supplemented by courses in insurance.
Two or more years of experience with Kemper, demonstrating good knowledge of the Kemper organization, products, policies, and procedures.
Demonstrates effective and diplomatic written communication skills
PERFORMANCE SKILLS
Interpersonal: Ability to deal openly and honestly with internal and external customers w! hile building credibility and maintaining trust; exhibits empathy and s! ensitivity with all callers and is perceived by others and being helpful and supportive.
Listening: Receives complaints and questions from callers without interrupting. Shows interest in what is being said and uses information to assist in resolving customers' problems.
Spoken Communication: Ability to clearly convey information clearly and concisely, often to callers who are upset. Adjusts communication style through effective voice inflection, based on the nature of the call.
Customer Service Orientation: Ability to identify and understand customers' needs and respond in a timely manner.
Coping: Ability to remain calm when dealing with interpersonal conflict or hostility
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About US
Kemper Corporation's Property and Casualty Insurance Group is made up of Kemper Preferred and Kemper Specialty, which sell personal lines and commercial auto insurance through a network of ind! ependent agents; and Kemper Direct, which sells personal auto and homeowners insurance directly to consumers.
This group represents 73% of Kemper's $2.5 billion of annual insurance premiums.
Our employees enjoy great Benefits
- Choice of healthcare plans
- Choice of dental plans
- Flexible paid time off program
- Business casual dress
- 401(k) with matching
- Defined Contribution Retirement Plan
- Employee referral bonuses
- Education assistance
- Certification assistance
- Charitable giving
An Equal Opportunity Employer, M/F/D/V.
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If you were eligible to this occupation, please send us your resume, with salary requirements and a resume to Kemper Property and Casualty Companies.
Interested on this occupation, just click on the Apply button, you will be redirected to the official website
This occupation starts available on: Sat, 15 Jun 2013 09:24:34 GMT
Apply Customer Service Representative Here