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Customer Service Specialist
CNA Financial Corporation
Lake Mary, FL, United States
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Description
Job Summary
Under direct supervision, handles internal and external customer calls and emails relating to billing and/or policy status.
Essential Duties & Responsibilities
• Receives and responds to calls and emails by providing responses in writing and/or by telephone within designated call and transaction parameters.
• Communicates professionally and effectively, follows up, and keeps customers informed. Acts like an owner when making decisions.
• Acts with a sense of urgency to provide superior service to our customers and internal business partners.
• Takes accountability to see things through to a timely, one call resolution.
• Builds strong relationships with customers and colleagues, demonstrates teamwork and collaboration.
• Utilizes available tools to educate customers, solve problems or escalate issues.
• Provides agent assistance with website navigation.
• Embraces existing and new technology, effectively utilizing desktop tools to multi-task and deliver efficient customer service.
• Identifies or anticipates customer needs, recommends solutions and monitors results.
• Identifies issues which require system or process improvements. Offers suggestions for improvement.
• Be a change champion by embracing change and recommending ways to improve.
• Be a supporter of our World Wide Operations mission statement “Our customers depend on us to deliver the right services, the right way, every time. We take pride in making this happen.”
• May perform additional duties as assigned.
Reporting Relationship
Supervisor or above
Skills Knowledge and 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. Analytical skills with the ability to work independently and proactively to identify and resolve problems.
3. Strong 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.
Education and Experience
1. High School Diploma GED or equivalent experience.
2. Typically a minimum of three years of commercial lines experience includes basic knowledge of Auto WC Liability and Property coverages.