Producer Services Representative

JOB DESCRIPTION

Job Summary

Often the first point of contact for customers, the Producer Service Center Representative is responsible for addressing escalated customer service concerns, inquiries and activities.

The Producer Service Center Representative is responsible for handling specific call types and completing the requests in accordance with departmental guidelines and procedures.

As a Producer Service Center Representative, he/she is responsible for creating a positive customer experience through professionalism, amicability, and knowledge of Combined's products and systems.

Responsibilities



* Supporting Field Sales producers with insurance product information


* Answering calls and responding to Field producer inquiries


* Accessing producer and policyholder account information


* Providing producers with detailed information about policies statuses


* Assist with basic technical troubleshooting


* Provide compensation and HR benefit information


* Consistently meets or exceeds expectations for departmental standards related to quality, average handle time, auxiliary time, after call work and other KPI's.


* Exhibits and practices the Organization's Common Purposes and Shared Traits.

Understands organizational objectives, supports process improvements, and provides feedback to leadership.


* Willingness to participate in partnership training and mentoring of Junior Representatives.


* Willingness to perform other duties as assigned.


* Expected to be able work various shifts within 7:30 a.m.

- 6:00 p.m.

CDT timeframe.


* Represents the Combined tenants: Personal Connection, Empathy, Problem-Solving, and Ownership

Competencies



* Problem Solving:Takes an organized and logical approach to thinking through problems and complex issues.Simplifies complexity by breaking down issues into manageable parts.Looks beyond the obvious to get at root causes.Develops insight into problems, issues and situation.


* Continuous Learning:Demonstrates a desire and capacity to expand expertise, develop new skills and grow professionally.Seeks and takes ownership of opportunities to learn, acquire new knowledge and deepen technical expertise.Takes advantage of formal and informal developmental opportunities.Takes on challenging work assignments that lead to professional growth


* Initiative:Willingly does more than is required or expected in the job.Meets objectives on time with minimal supervision.Eager and willing to go the extra mile in terms of time and effort.

Is self-motivated and seizes opportunities to make a difference.


* Adaptability:Ability to re-direct personal efforts in response to changing circumstances.Is receptive to new ideas and new ways of doing things.Effectively prioritizes according to competing demands and shifting objectives.Can navigate through uncertainty and knows when to change course


* Results Orientation:Effectively executes on plans, drives for resul...