Inbound Customer Service Specialist (Surety Underwriting Services)

Job Description

Do you have strong customer service skills? Would you like a new career in the insurance industry? Would you like to work Monday-Friday between the hours of 9:45AM to 6:00PM? 37.5 hour work week with NO nights, weekends or holidays! If so, CNA could be the place for you!

This is a hybrid position working 1 day a week in the office. 

Job Summary

 

The CNA Insurance Company is seeking to hire a Surety Underwriting Services Specialist (Underwriting Customer Support) for our Surety organization in Sioux Falls, SD. Individuals will perform in a timely and accurate manner, assisting callers by responding to; processing, accounting, agency and other business related questions. These individuals will provide strong customer focus by providing fast, courteous and high quality service to our agents.

Essential Duties & Responsibilities

1. Promote and educate our customers on new technology business tools (ex: Epay, Portal, Internet Bondline) to enable ease of doing business with our company.

2.  Route calls and/or information to Underwriting, Agency, Field Services, Accounting and other areas as needed.

3. Process simple work tasks between calls and during slow periods.

4. Calculate rates and utilize business rules information in an accurate manner.

5. Provide regular progress reports to manager.

6. Adherence to schedule; available to take calls at start of your shift and during scheduled phone time.

7. Demonstrate ownership by providing first call resolution. 

8. Communicate complete product knowledge.

9. Proactively educate customers about our basic business processes and services.

10. Collaborate with Underwriting and Field Services.

11. Respond to website emails.

12. Report on competition and market information obtained during phone calls.

 

May perform additional duties as assigned.

 

Reporting Relationship
Supervisor or above

 

 

Job Requirements

Skills, Knowledge & Abilities

1. Strong written, verbal and interpersonal communication skills, including professional phone etiquette and the ability to work with internal and external customers at all levels.
2. Strong analytical skills with the ability to work independently and proactively to identify and resolve problems.
3. Solid computer skills including Microsoft Office Suite and other business related software.
4. Strong organizational skills including the ability to handle multiple tasks and prioritize work.
5. General knowledge of the insurance industry.
6. Acts with a sense of urgency to provide superior service to our customers and internal business partners. Takes ownership to see things through to a timely resolution.
7. Builds strong relationships with customers and colleagues, demonstrates teamwork and collaboration.
8. Communicates professionally and effectively, follows up, and keeps customers informed. Acts like an owner when making decisions.
9. Embraces existing and new technology, effectively utilizes desktop tools to multi-task and deliver efficient customer service.



Education & Experience
1. High school diploma, GED or equivalent experience.
2. Typically a minimum of one year of relevant experience.