Customer Service Representative needed at MSI

Why MSI? We thrive on solving challenges. As a leading MGA, MSI combines deep underwriting expertise with insurer risk capacity to create specialized insurance solutions that empower distribution partners to meet customers’ unique needs. We have a passion for crafting solutions for the important risks facing individuals and businesses. We offer an expanding suite of products – from fully-digital embedded renters coverage to high-value homeowners insurance to sophisticated commercial coverages, such as cyber liability and habitational property – delivered through agents, brokers, wholesalers and other brand partners.

Our partners and customers count on us to deliver exceptional service through a dedicated team that makes rapid resolutions a priority. We simplify the insurance experience through our advanced technology platform that supports every phase of the policy lifecycle. Bring on your challenges and let us show you how we build insurance better.

The Customer Service Representative serves clients by providing product and service expertise to client requests or concerns to help maintain a high client retention level. The Customer Service Representative will be responsible for managing multiple modes of communication, primarily via email, in a timely manner which include emails and website requests. This position will require a comprehensive understanding of our customer service policies and know when issues need to be escalated to management for resolution. All interactions require a high level of professionalism to uphold the firm’s positive reputation.

Principal Responsibilities

• Maintains a concern for timeliness and completeness when interacting with clients, brokers, or insurance company partners to create a positive experience.
• Documents all activity in on-line client file to ensure quality and responsiveness.
• Personally, provides prompt, efficient, high-quality service to all client.
• Resolves product or service problems by clarifying the customer’s complaint and recommending the best solution to solve the problem.
• Maintains a quality result by following established procedures and making recommendation for changes.
• Open, cancels and updates client policy information based on requests received
• Attracts potential customers by answering product and service questions. Makes suggestions about other products and services based on client needs.

Education, Experience, Skills And Abilities Requirements

• The ability to learn appropriate firm software systems.
• The ability to learn insurance products and grow in product knowledge.
• The ability to apply knowledge and experience to explain products and/or policy to members in clear and relatable terms.
• Capable of multi-tasking and prioritizing workloads while adhering to deadlines.
• The ability to interact and communicate effectively in a team environment to share knowledge and manage workflows.
• Demonstrates the firm’s behavioral tenets, exuding behavior that is aligned with the corporate culture.
• 2 years in a client contact center preferred