Customer Service Specialist

Marsh McLennan Agency is a company that supports its customer service delivery as the primary point of contact for customers. The role involves interacting with customers to resolve inquiries and issues promptly and efficiently, while providing exceptional customer service.ResponsibilitiesInteracts and provides exceptional customer service to customers, including difficult or irate customers by phone, in person, or by email to deliver the best service possibleAnswer incoming phone calls promptly and complete requested tasks or direct calls to the appropriate person in the company if the inquiry cannot be resolved on the first contactPlace outbound calls as necessary to complete Customer inquiriesAnswer and service customers regarding billing issues including receiving and processing payment when applicablePerform duties in accordance with Customer Service Center’s objectives and standards for customer and third-party inquiries such as:Issue Auto ID cards and other related documentsChanges to mailing addressAddition/deletion of auto(s)Cancellation requests, generate LPR, distribute to customerIssue copies of certificates of insurance (COIs), proof of coverage, and evidence of insurance (EOI)Other general inquiriesProcess direct bill reinstatements received from customers, agents and account managersAdhere to established customer service and documentation standards required timeframes; perform duties within defined service standard levelsRespond to carrier requests for additional informationAssist customers and agents with claim intake and report of claims to carriers, including follow-up on claim status at the request of the customer or agentPlace outbound call to customer after claim has been submitted to ensure adjuster contactAssist other team members as needed to meet agency, team, and individual goalsPerforms other duties as assignedAdheres to the company’s Attendance Management PolicyAssist in the training of other employees as necessarySkillsHigh school diploma or general education degree (GED)Demonstrate a positive, service-oriented attitude toward customers, agents, and employee peersBasic knowledge in P&C InsuranceType 35 wpm accurately and 10-key by touchExcellent verbal and written communication skillsDemonstrated ability to operate general office equipment (copier, fax, etc.)Demonstrated ability to work independently in a fast-paced environmentAbility to prioritize work, manage time effectively, and handle multiple tasksExperience with or knowledge of PC navigation and Microsoft Office Suite of Products and applicationsDemonstrated knowledge of and skill in customer service orientationDemonstrated knowledge of and skill in oral and written communicationDemonstrated knowledge of and skill in time management and prioritizationDemonstrated knowledge of and skill in organizationDemonstrated knowledge of and skill in detail and results orientedDemonstrated knowledge of and skill in teamworkDemonstrated knowledge of and skill in adaptabilityMust be able to work on weekends and flexible hours as determined by the requirements of the positionGeneral insurance knowledge1-3 years customer service experienceHawaii State Property & Casualty Solicitor's LicenseBenefitsHealth and welfareTuition assistance401KEmployee assistance programDomestic partnership benefitsCareer mobilityEmployee network groupsVolunteer opportunitiesOther programsCompany OverviewMarsh McLennan is an insurance company that provides business insurance, employee benefits, and private client insurance solutions. It is a sub-organization of Marsh & McLennan. It was founded in 2003, and is headquartered in White Plains, New York, USA, with a workforce of 10001+ employees. Its website is https://www.marshmma.com.



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