Customer Care Representative Trainee

The Customer Care Representative Trainee (CCRT) is responsible for providing primary support for members, agency force, and county staff in an omni-channel contact center environment. Member support includes insurance policy product support and user support for online insurance services. Agency force and county staff support includes member support elements as well as user support for core insurance processing systems.

MAJOR RESPONSIBILITIES AND AUTHORITY

Customer Care Support Services:

The CCRT provides primary customer care support services for members, agency force, and county staff including:

• Issuing, rating, billing, and maintaining members’ insurance products
• Insurance policy and billing analysis, correspondence, and other policy maintenance activities
• Member user support for online account services
• Agency force and county staff user support for policy administration, billing, and other insurance processing systems.

Customer Care Support Services involve:

Providing support to members, agency force, and county staff answering their questions and providing explanations related to policy transactions, billing, premium, and rating of members’ policies.

Corresponding with members, agency force, and county staff via all Call Center channels including email, letter and/or fax to provide understanding, obtain information and inform of account status and changes.

Modifying, updating, and processing existing policies to reflect any change requested by the member or agent.

Organizing and working with detailed office records, maintaining policy data and updating policy files and records according to guidelines.

Proper control and handling of monies received per company processes and guidelines.

The CCRT is also responsible for:

Maintaining and displaying current knowledge of guidelines and procedures relative to assigned support services provided.

Performing tasks in the assigned area of Policy Services as needed.

Ability to process detailed assignments such as PPC Rating, Insurance Scoring, Pro-Rates, and Non-Rate calculations.

Maintaining a working knowledge of Excel to transcribe and enter data for use in preparing documents, adjusting accounts, and monitoring ongoing work projects and production status.

Complying with the Certified Fleet operator requirements of the Driving and Safety Policy.

Other duties as assigned.

MINIMUM POSITION QUALIFICATIONS

High school diploma or equivalent.

Bilingual preferred.

Texas Agent or Producer license required or the ability to obtain within 90 days of employment.

Experience in call center or customer service environment.

Typing 50 WPM with a maximum of 10% errors.

Operate 10 key by touch.

Adequate math skills.

Advanced computer skills, especially Microsoft Office Suite.

Effective interpersonal verbal skills, both face-to-face and over the phone.

Effective written communication skills.

Ability to maintain focus in a fast-paced work environment.

Availability to work a varied schedule as requested.

Valid Texas driver’s license and driving record at the time of hire which would not disqualify the employee from driving for business purposes.

PHYSICAL REQUIREMENTS

Repeated use of PC, telephone, and office machines.

Extended periods of sitting and concentrating.

Occasional bending, twisting, crouching, pulling, pushing, and reaching in an office environment.

Occasional lifting and moving items weighing up to 30 lbs.

WORKING CONDITIONS

Occasional long, irregular work hours.

Work to be conducted in an office environment owned or leased by the company.

REVISED July 2023