Job#: 3013966

Job Description:

Position: Agency Services Associate

Large Insurance Client

Location: Hybrid onsite in Worcester, MA or Howell, MI

Rate: $21.51 per hour

Duration: 6+ month contract-to-hire

Position Overview/Summary:

Our client in the Insurance industry is seeking someone to join their Agency Support Team, where you will work with independent insurance agents, policyholders and field partners within a call center environment to create outstanding service experiences. The Agency Support Team functions as an extension of our agents’ offices by providing assistance related to personal lines insurance policies, premium billing and technical support.

Responsibilities / Essential Functions:

• Receive inbound calls from agents, policyholders and field representatives in a dynamic call center environment

• Timely manage an individual diary of pending items requiring follow-up via email or outbound phone call

• Accurately interpret and verify new and renewal policy transactions, policy coverages and policy changes for agents

• Communicate underwriting guidelines to agents

• Respond to simple as well as complex billing inquiries from agents and policyholders

• Provide agents and policyholders with technical support and troubleshooting on The Hanover’s systems

• Partner with others within Personal Lines to resolve policy or billing related issues

• Deliver highly positive service experiences consistent with our key performance metrics, quality standards and customer experience program

• Make process improvement recommendations related to procedures, workflows and systems

• Participate in special assignments and perform other duties as needed

Position Requirements:

• Experience of up to 2 years in a customer service environment and role; call center experience is beneficial. Remote work experience preferred

• Bachelor’s degree preferred; High School diploma/GED required

• To work remotely, hardwired Ethernet connections speeds of 10 mbps upload and 50 mbps download are required.

• Excellent telephone etiquette and service delivery skills

• Strong communication skills and effective listening abilities

• Effective organizational and time-management techniques

• Exhibit patience and a positive outlook when working with agents and policyholders

• Contribute to an environment of collaboration, accountability, respect and empowerment

• Proficient with navigating personal computers and standard business software; able to learn call center and insurance industry specific software applications

• Able to commit to the entirety of the virtual training program

Physical Demands & Work Environment:

• Able to use a personal computer as well as call center software applications and wear a wired headset

• Able to sit for extended periods (75% - 90%) while receiving and handling incoming phone calls

• Able to meet performance expectations and internet speed requirements in a dynamic remote work environment

Apex Benefits Overview

Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a retirement plan (401k or local country equivalent) program. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Apex team member can provide.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Apex team member can provide.