Customer Service Representative, Business Insurance (Work from Home)

Company Summary

Taking care of our customers, our communities and each other. That’s the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 160 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.

Target Openings

10

Job Description Summary

Great things await you at Travelers! New Hire Bonus at 3 months – Milestone Bonus at 9 months – Join the Business Insurance Team as a Customer Service Representative today!

Under direct supervision, the Business Insurance Customer Service Representative builds and maintains effective relationships primarily with customers, handling a high volume of inbound calls. This position provides telephonic customer service at a level consistent with Travelers' Business Center quality and productivity goals. The Representative will assist customers and agents with quotes, policy inquiries and changes, billing questions and technical support. They may also work closely with other business partners to handle key requests.

By joining the Travelers team as a Customer Service Representative, you can look forward to a New Hire bonus of $1,000 after 3 months in your position. Additionally, to recognize your training and growth in the role, you will be awarded a milestone bonus of $1,500 after 9 months in your position. That’s an additional $2,500!

Schedule/Location:

• The hours during training will be 9:00 a.m.–6:00 p.m. EST, Monday-Friday OR 8:00 a.m. 5:00 p.m. Pacific Time, Monday-Friday (depending on your location).
• Following training, the schedule will 9:00 a.m.–8:30 p.m. EST OR 8:30 a.m.-5:00 p.m. Pacific Time.
• The expected start date is January 18, 2022.
• This position is being offered as a work from home opportunity.

Pay Details:

• This position offers a starting base salary of $41,000.
• Employees may also be eligible for quarterly incentives based on

performance.

• Eligible for Full Benefits on Day One of employment.

As part of the hiring process, this position requires the completion of an online pre-employment assessment. Further information regarding the assessment including an accommodation process, if needed, will be provided at such time as your candidacy is deemed appropriate for further consideration.

Primary Job Duties & Responsibilities

• Based on customer situation, provide policy options such as additional deductible, basic coverages and discounts.
• Responds to customers/agents and/or other business partners on requests for quotes or changes to existing policies.
• Reviews cancellations and reinstatements and makes appropriate decisions to resolve with guidance.
• Resolves service-related complaints and complex calls with guidance from others on more complex calls.
• Assist customers with simple intent calls.
• Acts as online billing systems and agency portal website expert to provide proactive agency and customer support.
• Identifies new business opportunities driven by customer/agent and/or other business partner request where appropriate, which includes both coverage and product. New business requests will be transferred as appropriate.
• Ensures current and complete documentation of account notes.

Minimum Qualifications

• High school diploma or GED.

Education, Work Experience, & Knowledge

• Some college preferred.
• Prior insurance and/or call center experience a plus.
• Resident Property and Casualty or Personal Lines Insurance License preferred.
• Previous customer service experience preferred.

Licensing or Certificates

• Ability to successfully complete training by meeting expectations for assessments, knowledge checks and applying content.

Job Specific Technical Skills & Competencies

Technical knowledge:

• Solid math and analytical skills.
• Strong keyboard skills and system navigation experience.

Customer service:

• Must be able to meet quality and customer experience expectations.
• Ability to diffuse and assist irate callers.

What’s In It For You?

• Health Insurance: Employees and their eligible family members – including spouses, domestic partners, and children – are eligible for coverage from the first day of employment.
• Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus 9 paid company Holidays. You also have the opportunity to purchase up to 6 additional days each year.
• Savings & Retirement: Travelers matches your 401(k) contributions dollar-for-dollar up to your first 5% of eligible pay. If you have student loan debt, you can enroll in the Paying it Forward Savings Program. When you make a payment toward your student loan, Travelers will make an annual contribution into your 401(k). You are also eligible for a Pension Plan that is 100% funded by Travelers.
• Wellness Program: The Travelers wellness program is comprised of tools and resources that empower you to achieve your wellness goals. In addition, our Life Balance program provides access to professional counseling services, life coaching and other resources to support your daily life needs.
• Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.

Employment Practices

Travelers is an equal opportunity employer. We value the unique abilities and talents each individual brings to our organization and recognize that we benefit in numerous ways from our differences.

If you are a candidate and have specific questions regarding the physical requirements of this role, please send us an email so we may assist you.

Travelers reserves the right to fill this position at a level above or below the level included in this posting.

To learn more about our comprehensive benefit programs please visit http://careers.travelers.com/life-at-travelers/benefits/.