Utica First Insurance
Job Description and Standard of Performance

POSITION DESCRIPTION
Customer Care Associate

Job Summary

Customer Care Associates are responsible for servicing the basic needs of policy holders, agents, and individuals and are responsible for navigating calls through next steps to ensure that resolutions are satisfied for call inquiries. Contact with customers is primarily made through phones calls but may also include email and web chat. 

Reports To: Customer Care Supervisor

Schedule: Monday-Friday 9:00am to 5:00pm

The ideal candidate will be a self-motivated individual with experience in customer service and a base knowledge of property & casualty insurance.

Primary duties of this position include, but are not limited to, assisting customers in a contact center environment with billing, underwriting, and claims information; accepting payments; and entering first notice of loss.

We understand the importance of empathy and professionalism when communicating with policy holders and agents and are seeking a like-minded individual determined to deliver exceptional service.

Strong interpersonal communication and effective listening skills are a must, as is a proficiency with Microsoft Office and other standard software programs.

Required Skills/Abilities

• Demonstrates excellent verbal and written communication skills
• Ability to assess a situation and provide appropriate solutions
• Conflict resolution and de-escalation techniques
• Ability to learn and navigate multiple computer applications  
• Demonstrates excellent verbal and written communication skills
• Bilingual candidates are preferred, but not required

Education and Experience

• High School Diploma or equivalent
• Previous experience in customer centric positions 
• Previous experience in financial or insurance services preferred
• Familiarity with email and phone systems

Physical Requirements

This position requires the ability to sit for extended periods while working at a computer, both in a home and office environment. The role involves frequent use of a headset, keyboard, mouse, and other standard office equipment. Occasional movement within the office may be required, such as walking to meetings or accessing shared equipment. 

Utica First Offers

• Competitive starting salary
• Medical (first of following month)
• Dental
• Vision
• Life and Disability Insurance
• Company paid LTD
• Flexible Spending Accounts
• Health Savings Accounts
• Matching 401(k) Plan
• Roth 401k Plan
• Bonus program
• Generous Vacation, Sick and Personal Leave
• Generous holidays (to include Birthday)
•  Business casual environment

Pay Range

The actual amount to be offered to the successful candidate will be generally within the posted range but could differ dependent on the key aspects of each case which may include education, skills, experiences, location etc. as determined throughout the selection process. 

Compensation details: 18.5-20.5 Hourly Wage

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