Customer Service Representative

The customer service representative provides an exceptional customer service experience through all member communications and transactions.The customer service representative is responsible for handling multiple types of member interactions and inquiries, resolving customer concerns, documenting member requests, and completing changes to policies. Primary functions include assisting in the preparation and delivery of insurance products and services to customers, administration of key activities for specific insurance programs, and account level support for the Account Executives.

Essential Functions

• Completes transactional requests as provided by the account executive (AE) or member
• Resolve questions and/or issues referring to appropriate areas if needed
• Collaborates with members to answer questions and resolve issues
• Ability to ask probing questions and actively listen to the member issues or questions, showing interest and compassion and displaying empathy for various member situations
• Demonstrates accuracy in processing changes to members policies based on the information provided and identifies opportunities requiring a transfer to their designated account executive
• Verify coverage for customers or verify that policy changes were made and provide proof of evidence of insurance documents to the member where coverage previously was bound by a licensed account executive
• Remain current on new marketing campaigns in order to respond appropriately to marketing related inquiries using all available resource tools
• Acknowledge and direct requests for additional products or services to appropriate licensed account executive
• Handle any requests regarding member documentation (to include all documents sent out by our company) and be able to clearly explain decisions and processes, including any follow-ups required on our member’s part
• Perform renewal activities associated with designated lines of business adhering to eligibility guidelines including but not limited to preparing and following up for applications
• Follows up with policyholders regarding payment status and partners with finance for Accounts Receivable and Accounts Payable inquiries in collaboration with the team when needed
• Facilitate the completion and submission of policyholder applications for insurance products
• Support the National Flood Insurance Program (NFIP) when needed
• Manage service activities including account level information gathering, data entry, and handling certificate requests for assigned accounts
• Deliver direct service and support to account executive and agency operations
• Responsible for Marketing and Agency Operations department functions as assigned

Knowledge, Skills, Abilities:

• Demonstrates excellent attention to detail
• Excellent organizational skills with the ability to handle multiple priorities while maintaining efficient workflows
• Ability to take initiative in order to resolve agency and customer needs
• Solid communication skills, both written and oral with the ability to present ideas clearly to customers

Job Requirements

Required:

• High School Diploma
• 1+ years’ experience working in an administrative environment, preferably in insurance or agency operations
• Producer’s license or ability to obtain license within 90 days of employment
• Customer service experience
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

Preferred:

• Minimum three years of commercial lines service in Insurance Company/Agency Operations
• Associates Degree or equivalent work experience
• Experience with Agency Management System or equivalent
• Professional Knowledge of commercial lines insurance and agency operations
• Possesses working knowledge of the Sales Process and Underwriting

Work environment & Physical Demands

• Inside climate-controlled office building
• Ability to lift 25lbs
• <25% Travel
• Prolonged sitting and using a PC

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Department Overview

The Account Services Department creates an exceptional customer experience for both current members and prospects of HAI Group. This team knows the customer’s characteristics including their challenges in the Public and Affordable housing space and builds relationships to solve those problems through HAI Group products and services. The Account Services Team represents HAI Group externally at conferences, trade shows, industry events and member/prospect visits translating the HAI Group mission and vision into every interaction. The Account Services Team members develop positive customer relationships to bring new business into the enterprise, within an assigned territory.

Company Overview

HAI Group®[1], is the nation’s leading property-casualty insurance company founded by and dedicated to affordable housing organizations. While we are recognized as a pioneer of affordable housing insurance programs, insurance is not our only strength. We protect, preserve, and promote the sustainability of affordable housing with an array of products and services that support the challenges housing organizations face. Besides insurance, we offer risk management services, online training, and consulting services used by more than 1,500 housing organizations nationwide. Headquartered in Cheshire, Connecticut, HAI Group® was recognized as a Top Workplace in 2020, 2021, 2022, 2023 and 2024.

Cultural Objective

HAI Group contributes to a culture that creates a safe and healthy working environment and a space of inclusiveness and belonging for all by: exceeding our customers’ expectations, working collaboratively across the organization, embracing diversity, and demonstrating mutual respect and empathy.

HAI Group Benefits and Perks

• Bonus program eligibility
• Annual merit program
• Outstanding 401(k) program and non-elective contribution
• Flexible work schedules
• Generous paid time off, paid volunteer days and paid holidays
• Medical, vision and dental Insurance
• Company paid life, AD&D, short-term disability, and long-term disability coverage
• HSA, FSA and dependent care options
• On-Site wellness: Full gym and locker rooms, wellness initiatives, outdoor basketball and tennis court, picnic pavilion area
• Tuition reimbursement and loan repayment
• Professional development
• Community outreach
  

(Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions)

HAI Group is an Equal Opportunity Employer.

No agency submissions please. Resumes submitted to any HAI Group employee without a current, signed and valid contract in place with the HAI Group Recruiting team for this position will become the property of HAI Group and no agency fees will be paid.