Job Description

Senior Insurance Service Professional – The Hanover Insurance Group

Full-time opportunity. Must be able to work a hybrid role in Detroit, MI.

What's in it For You?

Career Development: Average 4-6 months temp to hire employment; robust training and development, on-the-job experiences, personalized coaching and ongoing mentorship

Pay Rate: $23.00-25.00/hour; Salary increases at point of conversion to The Hanover.

Schedule: Team members work scheduled shift Monday through Friday and a rotating Saturday (9:00 AM to 5:00 PM).

Benefits: Yes, TPI offers major medical insurance, dental, vision and 401k.

Job summary:

As a member of the Customer Service Center team, you will work with independent insurance agents and their customers to create an outstanding service experience. By joining the team, you can expect to take part in a comprehensive training program that will prepare you for success. You will learn our client's service philosophy and receive system and skills training that will position you for career growth within the Personal Lines organization.

This role is responsible for providing consultative service to customers while also educating and offering personal lines P&C products in order to ensure the customer’s insurance protection. Successful candidates MUST have an active Property and Casualty license or PL (Personal Lines) Producer License. Also, candidates must have the ability to perform multiple tasks, including answering simple to complex customer inquiries, effectively resolving escalated and/or complicated customer concerns, process policy and billing changes, research and communicate underwriting guidelines and coverage requirements to agents and insureds.

What you'll be doing:

• Ability to handle all calls and make appropriate decisions or take appropriate action with minimal assistance needed from other team members or departments.
• Counsels, educates and provides accurate insurance advice through research and resolving problems. Accurately relay information and make simple to very complex and involved decisions regarding coverages and rates using established underwriting guidelines, procedures and philosophy for multiple states.
• Ability to interpret and verify coverages and data.
• Must use established guidelines and techniques such as timeliness, quality and effectiveness to respond to all inquiries.
• Recommend and secure additional or increased coverage within specified carrier guidelines. Provide insurance quotes to policyholders as required. Full account review and advocacy
• discussion is required on all calls to ensure protection of customers. Further discussion of additional lines of business protection will be connected to our Sales team counterparts for final binding.
• Review incoming written correspondence, request additional details when needed and draft written communications in response to service requests received from customers
• Process policy change and policy issuance transactions online, received through various channels within specified guidelines; makes policy payment plan changes as necessary with minimal assistance Responsible to follow through on all billing adjustments and changes to achieve customer (agent or insured) satisfaction.
• We are available for our customers Monday through Friday from 7:00 AM to 9:30 PM Eastern time and on Saturdays from 9:00 AM to 5:00 PM. Team members work scheduled shift Monday through Friday and a rotating Saturday.

What you need to have :

• Bachelor's Degree preferred or equivalent experience
• 2+ years of experience in a Personal Lines and or P&C industry role, call center experience strongly preferred. Remote work experience preferred
• Must possess a Property & Casualty License or PL Producer License
• To work remotely, hardwired Ethernet connections speeds of 10 mbps upload and 50 mbps download are required
• Possess strong customer service skills and behaviors
• Experience in offering and closing on needs-based coverage and line of business opportunities
• Effective in cultivating strong business relationships through a clear focus on internal and external customers
• Able to overcome obstacles, to be flexible and find common ground for a resolution
• Exhibits, positive attitude and patience when communicating with customers
• Makes decisions in an informed, confident and timely manner
• Strong organizational and time management skills
• Demonstrates strong written and verbal communication skills and overall an effective communicator that can effectively influence and persuade others
• Thinks critically and anticipates, recognizes, identifies and develops solutions to problems in a timely manner
• Easily adapts to new or different changing situations, requirements or priorities
• Cultivates an environment of teamwork and collaboration
• Proficient with virtual technology and troubleshooting voice and computer system challenges (i.e. Avaya, NICE, POS systems)
• Ability to work under minimal supervision

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