Job description

Looking for an exciting career in the insurance industry? Our mission at Patrons Oxford is to responsibly grow our business, our people, and our impact. We are a growing Maine company with stable roots back to 1877. Why Patrons? Opportunity for advancement, flexible work schedule options, collaborative work environment, support in continuing education, positive work culture, and financially sound with great health and retirement benefits.

Come join our Patrons Oxford team in our brand new award winning environmentally responsible building in Portland. Our facility boasts solar panels, sit/stand desks, outdoor walking, running, and snow shoeing trails that connect to our building, free parking, and a convenient location right off the interstate.

The Customer Service Representative is responsible for providing customer service to agents, insureds, and internal stakeholders. This unique Operations position will give you access to all departments: Marketing, Finance, IT, Underwriting and Claims. Interacts with all areas of the company and continually looks for ways to improve efficiencies and overall service.

This opportunity is a hybrid role where the candidate would work in the office 2 days per week and from home up to 3 days per week.

Principal Accountabilities:

• Communicates over the telephone in a courteous and pleasant manner, projecting confidence with a positive tone.
• Optimize solutions to generate operational efficiency.
• Maintains self-control in difficult situations.
• Assist with front door monitoring and assistance as needed.
• Follows through on problems to a proper conclusion in a timely manner.
• Resolves problems that require judgment based on company guidelines and philosophies.
• Initiates changes and corrections based on customer requests.
• Researches and analyzes billing, claims, and underwriting issues.
• Identifies trends and reports items to appropriate management.
• Applies knowledge of company processes to explain requirements to callers.
• Assists other departments as necessary.
• Knowledge of several different software programs.
• This job description is not all inclusive and may include additional duties if needed.

Responsibilities:

• Perform customer service functions as directed.
• Order and screen miscellaneous reports needed in the rating and underwriting processes, such a Motor Vehicle Reports, loss history reports, credit checks, outside inspections, loss control, etc.
• Field inbound phone calls from agents and insureds ensuring customer needs are met with the highest standards of quality and timeliness.

• Communicate (verbal and written) complex issues in ways that the customer easily understands and can successfully apply the solution
• Flex communication style to match the customer need. Diffuses emotional customer situations effectively and recognizes when to escalate.
• Incoming and outgoing mail opening, sorting, delivery and processing.

• Works on assigned projects as need.

Job Requirements:

EDUCATION:

College Degree Preferred with minimum four years related work experience.

EXPERIENCE:

At least two years in situations requiring customer service and work with automated insurance systems. General insurance knowledge of billing, claims, and underwriting.

SKILLS:

• Ability to communicate over the telephone using the English language in a clear, courteous manner with a positive tone.
• Familiar with window-based PC applications.
• Capable of analyzing information presented and making decisions based on company guidelines.
• Detail oriented and ability to multi-task while meeting deadlines and achieving expected levels of quality and accuracy.

Benefits:

Patrons Oxford Insurance Company provides an outstanding compensation and benefit package.

• Health
• Dental
• Short-Term Disability
• Long-Term Disability
• Group Term Life
• AD&D Insurance
• Long Term Care
• Profit Sharing
• Paid Time Off
• Paid Holidays
• 401(k)
• Tuition Reimbursement
• Employee Assistance Program
• Onsite Fitness Center
• Healthy Vending Options

Patrons Oxford Insurance Company is an Equal Opportunity Employer.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Work from home

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Work Location: One location

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