Commercial Lines Customer Service Specialist

Delivers timely, courteous, and efficient service to external and internal customers by providing accurate rating, policy, and billing information. Communicates regularly with customers via telephone, mail and electronic means.
Ensures that callers receive consistent call processing to leave the customer with a positive impression and a clear understanding of what transpired during the call.
Conveys Arbella's dedication to exceeding the customer's expectations through a tone of voice that is professional, friendly, genuine and engaging.
Provides the customer with all options, requirements and implications regarding requests in a manner that is understandable to that individual customer.
Makes informed decisions within authorized parameters regarding payment plan exceptions.
Enters notes into appropriate information systems to accurately log all customer inquiries.
Assists with processing duties when possible.
Keeps the team manager informed verbally or in writing of activities and/or problems within the assigned area of responsibility and makes constructive suggestions to team manager on ways to improve service to internal and external customers.
Refers matters beyond limits of authority and expertise to team manager for direction.
Identifies individual training needs and initiates training.
Assists in training new CL Customer Service Specialists on all facets of the job.
Contributes to the success of the team and department by actively participating in discussions.
Adheres to all security guidelines to protect the security of our clients' information, while acting in the best interest of Arbella.
Other responsibilities as required.
Requirements:
High school diploma
Insurance coursework desired.