Customer Service Representative II

Argo Group International Holdings, Inc.and American National, US based specialty P&C companies, (together known as BP&C, Inc.) are wholly owned subsidiaries of Brookfield Wealth Solutions, Ltd. ("BWS"), a New York and Toronto-listed public company. BWS is a leading wealth solutions provider, focused on securing the financial futures of individuals and institutions through a range of wealth protection and retirement services, and tailored capital solutions.

Job Description

PURPOSE OF THE JOB:

The Customer Service team is responsible for providing effective customer service to clients in response to inquiries, concerns and requests about products and services. By using active listening skills, they ascertain the reason the client is contacting the company and provide them a resolution resulting in a positive client experience. Most of the inquiries received involves extensive data verification and attention to detail, to maintain confidentiality and integrity of data.

ESSENTIAL FUNCTIONS:

• Possesses and strengthens working knowledge and understanding of applicable products and services (and possibly systems) as well as procedures of all servicing departments within particular business area and of company.
• Strengthens knowledge of what back office tasks are needed when and for what duties and begins to master multi-tasking and prioritizing those tasks, such as documenting files, preparing and sending letters/forms and completing process workflows to complete client services.
• Handles or escalates client complaints, directing unresolved issues to the appropriate resource.
• Possesses working knowledge of all data processing systems and software in disseminating policy status, policy data, and more to authorized parties in order to handle inquiries from all interested parties.
• Acts as a liaison between company and external collections agency; supplied payments, adjusts collections balance accordingly.
• Handles possible cancelled policies and completes daily invoices.
• Performs basic accounting duties when collections are received; completes ledger, reconcile, generates ACH to external collection agency (for approval and processing).
• Manages large amounts on incoming service inquiries received through a variety of communication channels. Handles or escalates client complaints, directing unresolved issues to the appropriate resource.
• Provides verification of benefits (VOB) to providers, ensuring accurate policies and their respective coverages are being relayed and executed appropriately.

REQUIRED QUALIFICATIONS:

• High school diploma.

• No experience required.

• Supervisory/management experience not applicable.

• Additional Qualifications:
  • GED may be considered in lieu of a high school diploma.
  • Completion of at least two insurance industry classes (LOMA, etc.)

PREFERRED QUALIFICATIONS:

• Customer service or call center experience, or relevant education.
• Relevant exposure to field (e.g., insurance, banking/finance, etc.)

OCCUPATIONAL REQUIREMENTS:

• The position is physically comfortable and has discretion about walking, standing, sitting, etc.

• The position requires physical presence in company office on part-time or full-time basis.

• No adverse working or environmental conditions expected.

• This position is an Individual Contributor.

JOB FAMILY:

Customer Service Representative (U1)

Customer Service Representative II (U2)

Sr Customer Service Representative (U3)

Lead Customer Service Representative (U4)