Customer Service Representative II
CRC Group, Fort Worth, TX, United States
Position Overview
The position is described below. If you want to apply, click the Apply button at the top or bottom of this page. You'll be required to create an account or sign in to an existing one.
If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to Accessibility (accommodation requests only; other inquiries won't receive a response).
Job Details Regular or Temporary:
Regular
Language Fluency:
English (Required)
Work Shift:
1st Shift (United States of America)
Please review the following job description:
The incumbent is responsible for providing exceptional customer service and administrative support in order to maintain business relationships between the Company and its policyholders, agents and claimants by answering questions, solving problems, and providing advice and/or assistance via telephone. The incumbent also assists leadership with training and answers coworker questions on the Customer Care Unit floor.
ESSENTIAL DUTIES AND RESPONSIBILITIES Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
Manage a high volume of routine and complex inbound calls in a timely manner. Identify customer needs, clarify information, research issues, and provide solutions/alternatives.
Provide support and information to customers and agencies regarding policies, initiating policy endorsement changes, answering billing and rate-related questions, establishing first notice of loss (FNOL) claims and responding to other related queries. Communicate feedback via email and/or fax, as needed. If licensed, may explain policy coverage.
Assist CCU leadership on a routine basis by providing support and real‑time coaching of coworkers and assisting with new employee training as assigned.
Provide thorough, tactful, and constructive feedback to CCU leadership in an effort to promote the highest level of customer service.
Prepare and mail letters to customers, agents, and mortgagees regarding topics such as policy suspension, change requests, and no‑loss affidavits. Document all conversations within the database in a detailed, factual, clear, and readable manner.
Process policy payments, cancellations, rejected payments and nonsufficient fund items, ACH sweep payments, refunds and write‑offs, and verify accuracy of same.
Perform data entry for payments, cancellations, reinstatements, finance agreements, and account adjustments in sync with Company standards and best practices.
Responsible for meeting personal/team qualitative and quantitative targets set by the department.
May assist with testing and communicate findings as the Company deploys new products and/or system changes, as well as assist with outbound calls supporting marketing and/or other Company initiatives.
QUALIFICATIONS Required Qualifications
Three years of related, applicable experience or training, specifically in customer service and/or insurance
High school diploma or general education degree (GED) equivalent
Preferred Qualifications
Fluency in Spanish
May require license dependent on duties performed
General Description of Available Benefits for Eligible Employees of CRC Group At CRC Group, we're committed to supporting every aspect of teammates' well‑being – physical, emotional, financial, social, and professional. Our best‑in‑class benefits program is designed to care for the whole you, offering a wide range of coverage and support. Eligible full‑time teammates enjoy access to medical, dental, vision, life, disability, and AD&D insurance; tax‑advantaged savings accounts; and a 401(k) plan with company match. CRC Group also offers generous paid time off programs, including company holidays, vacation and sick days, new parent leave, and more. Eligible positions may also qualify for restricted stock units and/or a deferred compensation plan.
Equal Opportunity CRC Group supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. CRC Group is a Drug Free Workplace.
EEO is the Law. Pay Transparency Nondiscrimination Provision. E-Verify.
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If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to Accessibility (accommodation requests only; other inquiries won't receive a response).
Job Details Regular or Temporary:
Regular
Language Fluency:
English (Required)
Work Shift:
1st Shift (United States of America)
Please review the following job description:
The incumbent is responsible for providing exceptional customer service and administrative support in order to maintain business relationships between the Company and its policyholders, agents and claimants by answering questions, solving problems, and providing advice and/or assistance via telephone. The incumbent also assists leadership with training and answers coworker questions on the Customer Care Unit floor.
ESSENTIAL DUTIES AND RESPONSIBILITIES Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
Manage a high volume of routine and complex inbound calls in a timely manner. Identify customer needs, clarify information, research issues, and provide solutions/alternatives.
Provide support and information to customers and agencies regarding policies, initiating policy endorsement changes, answering billing and rate-related questions, establishing first notice of loss (FNOL) claims and responding to other related queries. Communicate feedback via email and/or fax, as needed. If licensed, may explain policy coverage.
Assist CCU leadership on a routine basis by providing support and real‑time coaching of coworkers and assisting with new employee training as assigned.
Provide thorough, tactful, and constructive feedback to CCU leadership in an effort to promote the highest level of customer service.
Prepare and mail letters to customers, agents, and mortgagees regarding topics such as policy suspension, change requests, and no‑loss affidavits. Document all conversations within the database in a detailed, factual, clear, and readable manner.
Process policy payments, cancellations, rejected payments and nonsufficient fund items, ACH sweep payments, refunds and write‑offs, and verify accuracy of same.
Perform data entry for payments, cancellations, reinstatements, finance agreements, and account adjustments in sync with Company standards and best practices.
Responsible for meeting personal/team qualitative and quantitative targets set by the department.
May assist with testing and communicate findings as the Company deploys new products and/or system changes, as well as assist with outbound calls supporting marketing and/or other Company initiatives.
QUALIFICATIONS Required Qualifications
Three years of related, applicable experience or training, specifically in customer service and/or insurance
High school diploma or general education degree (GED) equivalent
Preferred Qualifications
Fluency in Spanish
May require license dependent on duties performed
General Description of Available Benefits for Eligible Employees of CRC Group At CRC Group, we're committed to supporting every aspect of teammates' well‑being – physical, emotional, financial, social, and professional. Our best‑in‑class benefits program is designed to care for the whole you, offering a wide range of coverage and support. Eligible full‑time teammates enjoy access to medical, dental, vision, life, disability, and AD&D insurance; tax‑advantaged savings accounts; and a 401(k) plan with company match. CRC Group also offers generous paid time off programs, including company holidays, vacation and sick days, new parent leave, and more. Eligible positions may also qualify for restricted stock units and/or a deferred compensation plan.
Equal Opportunity CRC Group supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. CRC Group is a Drug Free Workplace.
EEO is the Law. Pay Transparency Nondiscrimination Provision. E-Verify.
#J-18808-Ljbffr