Responsibilities:

Customer Service

• Interacts and provides customer service to all internal and external customers of Island Insurance Companies, including difficult or irate customers by phone or in person, to deliver the best service possible.
• Performs duties in accordance with the Customer Service Center’s objectives and standards.
• Communicates in a clear, professional and courteous manner. Educates policy holders about features and benefits offered by Island Insurance.
• Answers incoming phone calls in a timely manner and is available to assist with all customer inquiries.
• Places outbound phone calls as needed to complete clients inquires.
• Analyzes and researches service problems by clarifying customer complaints, determines the cause of the problem; selects, determines and explains the best solution and efficient course of action for resolution. Refers complaints of service failure to the appropriate department for investigation.
• Works closely with the underwriting teams to provide rating and data entry support; and be able to solve practical problems in accordance with guidelines and procedures.  
• Receives and processes credit card payments utilizes the credit card system.
• Answers and services customers regarding billing issues and services utilizing the billing system.
• Adheres to established customer service and documentation standard required time frames; perform all assigned processing services within defined service standard levels.
• Remains current on insurance issues, coverages and other subjects pertaining to job performance. Recommends participation in related seminars and agency presentations.

 Personal Lines Processing

• Calculates rates, premiums and data entry for new business, renewals, endorsements, cancellations and/or reinstatements for any combination of and not limited to the following lines of insurance:  Homeowners, Dwelling Fire, Personal Automobile, automobile in the Hawaii Joint Underwriting Plan (HJUP), Personal Umbrella and HPIA. 
• Identifies information necessary to rate and issue new business, renewals, endorsements, cancellations and reinstatements in accordance with guidelines and procedures from the various systems (i.e., WPC, UES, etc.)
• Meets and maintains production and error ratio standards for a level 1 position.
• Verifies all data entered and corrects any errors detected during verification and any errors detected by the computer system as “system errors”.
• Assists in providing production data captured to monitor the work status of the unit.
• Maintains all manuals and guidelines necessary to perform job functions.
• Maintains personal lines management statistical databases to facilitate departmental tracking of transaction status, service level trends and marketing/promotional programs.
• Analyzes problems or inquiries directed from other units for clarification for research and resolution.
• Works well in a team-oriented environment.
• Proactively recommends items needed by customers to increase customer satisfaction and improve productivity and efficiency.

Qualifications:

• High school diploma or general education degree (GED) required.  
• Minimum 1 years call center experience and/or technical rating experience training in personal and/or commercial multi-lines preferred.  
• Equivalent combination of education and job-related experience will be considered.
• Continuing education in insurance and job related issues and subjects required.

Pay Rate: $17 – $20 per hour