Insurance Service Representative Trainee

Insurance Service Representative TraineeCommitted.  Competitive.  Constructing our Future.  That's Travelers. We are one of the leading insurance companies in the United States.  Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees.  You will find Travelers to be full of energy and a workplace in which you truly can make a difference. We are currently looking for an Insurance Service Representative Trainee.  Please read on for more details regarding this position. JOB DESCRIPTION:SUMMARY:Incumbents are accountable to build/maintain effective relationships with customers/agents.  Will provide customer service to customers/agents over the phone at a level that is consistent with Travelers Business Center quality and productivity goals.  May counsel on coverage needs for existing customers and up-sell business where appropriate.  May provide quotes and issue new policies for existing lines/products. For Welcome Team Only:Initiate contact with insured to conduct Welcome Team Interview.  Validate account information and make appropriate underwriting and pricing decisions. Input changes to policy (auto only) in the policy writing system and send documentation to the agent/broker/insured. PRIMARY DUTIES:Counsel customers/agents on underwriting eligibility and policy coverage and/or options.Within established timeframe, provide phone requested quotes to customers/agents for changes to existing lines or products.Upgrade coverage and sell new coverage/products to existing customers as appropriate.Review phone requested cancellations and reinstatements and make appropriate decisions to resolve.Resolve service related complaints and process complex customer calls, answer customer/agent policy and billing inquiries and assist in the handling of irate callers, difficult billing scenarios, etc.Act as on-line billing systems and agency portal website expert to provide proactive agency support as well as assist co-workers in mastering these systems and sell their benefits to the agents. May provide agency and internal support on information input processes.Up-sell existing coverage/lines for current customers who are relocating.  In this capacity, refers exception underwriting situations to Underwriters, according to defined procedures within business area or business center.Handle special projects/other related assignments as delegated by Team Manager. Welcome Team Only:Handle both inbound and outbound calls and is not responsible for customer service as a main focus of the job. Contacts insured to conduct phone interview and make appropriate underwriting decision based on information gathered.  Process changes to the policy using the policy writing system. COMMUNICATION SKILLS:Learning Communication Skills COMPUTER SKILLS:Strong Keyboard SkillsDeveloping System Navigation Skills OTHER:Previous customer service or call/service center environment; or, some College.  Prior insurance experience a plus.Ability to communicate and/or sell Travelers products/svcs.Basic math and analytical skills.Where required:State licenseStrong keyboard skillsSystem expertise to support svc/admin of accounts Customer Service Skills - LearningTeamwork Skills - DevelopingBilling/Processing and Product/Underwriting Knowledge - LearningBased on business requirements, may require being able to obtain valid agent license and be eligible for multi-state licensing (if applicable) Incumbents progress through 2 levels of training.  The first is formal classroom training to learn about Travelers products, services, underwriting policies/ procedures, customer service techniques and counseling skills.  The second phase consists of on-the-job training where incumbents may be assigned to an experienced coach to monitor their work; in some business areas, trainees complete 3 months on the floor before being evaluated.Incumbents are expected to learn applicable processes and practices related to performing the tasks required of the position.  NOTE:Training generally is completed in12 to 18 months.  Obtain a license or be working to obtain a license. In addition to an exciting environment, we offer: * Competitive base salary with additional opportunities for variable pay through recognition programs and incentive awards * 401(k) with company match* Comprehensive health plans that include coverage for same sex/domestic partners* Strong work/family and employee assistance programs* Tuition reimbursement * Vacation Purchase Plan* Training/Development opportunities We are proud to provide comprehensive, high quality employee programs to meet employees' needs now and in the future, including a very competitive financial package. Explore what we have to offer.  For immediate consideration for this position, please click on the "Apply Now" button at the bottom of this posting.  Travelers is an equal opportunity employer. We actively promote a drug-free workplace.    Company: Travelers Companies, Inc.