Customer Service Representative

Job Description

Who Are We?

Taking care of our customers, our communities and each other. That’s the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 160 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.

Compensation Overview

The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards.

Salary Range

$35,400.00 - $58,500.00

Target Openings

2

What Is the Opportunity?

Join the Travelers Team as a Customer Service Representative today!
This entry level position embodies Travelers' mission to help provide peace of mind for our Business Insurance customers. By handling inbound calls from our existing customers, our Customer Service Representative is able to assist customers and agents with quotes, policy inquires and changes, address insurance billing questions or handle inquiries on technical support.
Schedule Details:
• During the first 12-13 weeks of training, your schedule will be 8:30 a.m. – 5:30 p.m. EST Monday-Friday.
• Following training, the schedule will fall within a range from 7:00 a.m.–5:00 p.m. Local Time Monday-Friday
• This position is being offered as a Hybrid opportunity reporting into our Richmond, VA office.
• Now accepting applications for our March 25th class.
Pay Details:
• This position offers a starting base salary of $42,000.
• Eligible for Full Benefits on Day One of employment.
As part of the hiring process, this position requires the completion of an online pre-employment assessment. Further information regarding the assessment including an accommodation process, if needed, will be provided at such time as your candidacy is deemed appropriate for further consideration.
This job works under direct supervision and does not manage others.

What Will You Do?

• Based on customer situation, provide policy options such as additional deductible, basic coverages and discounts.
• Responds to customers/agents and/or other business partners on requests for quotes or changes to existing policies.
• Reviews cancellations and reinstatements and makes appropriate decisions to resolve with guidance.
• Resolves service-related complaints and complex calls with guidance from others on more complex calls.
• Assist customers with simple intent calls.
• Acts as online billing systems and agency portal website expert to provide proactive agency and customer support.
• Identifies new business opportunities driven by customer/agent and/or other business partner request where appropriate, which includes both coverage and product. New business requests will be transferred as appropriate.
• Ensures current and complete documentation of account notes.
• Perform other duties as assigned.

What Will Our Ideal Candidate Have?

• Some college preferred.
• Prior insurance and/or call center experience a plus.
• Resident Property and Casualty or Personal Lines Insurance License preferred.
• Previous customer service experience preferred.

Technical knowledge:

• Solid math and analytical skills.
• Strong keyboard skills and system navigation experience.

Customer service:

• Must be able to meet quality and customer experience expectations.
• Ability to diffuse and assist irate callers.
• Ability to successfully complete training by meeting expectations for assessments, knowledge checks and applying content.

What is a Must Have?

• High school diploma or GED.

What Is in It for You?

• Health Insurance: Employees and their eligible family members – including spouses, domestic partners, and children – are eligible for coverage from the first day of employment.
• Retirement: Travelers matches your 401(k) contributions dollar-for-dollar up to your first 5% of eligible pay, subject to an annual maximum. If you have student loan debt, you can enroll in the Paying it Forward Savings Program. When you make a payment toward your student loan, Travelers will make an annual contribution into your 401(k) account. You are also eligible for a Pension Plan that is 100% funded by Travelers.
• Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
• Wellness Program: The Travelers wellness program is comprised of tools and resources that empower you to achieve your wellness goals. In addition, our Life Balance program provides access to professional counseling services, life coaching and other resources to support your daily life needs. Through Life Balance, you’re eligible for five free counseling sessions with a licensed therapist.
• Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.

Employment Practices

Travelers is an equal opportunity employer. We believe that we can deliver the very best products and services when our workforce reflects the diverse customers and communities we serve. We are committed to recruiting, retaining and developing the diverse talent of all of our employees and fostering an inclusive workplace, where we celebrate differences, promote belonging, and work together to deliver extraordinary results.

If you are a candidate and have specific questions regarding the physical requirements of this role, please send us an email so we may assist you.

Travelers reserves the right to fill this position at a level above or below the level included in this posting.

To learn more about our comprehensive benefit programs please visit http://careers.travelers.com/life-at-travelers/benefits/.