Customer Service Specialist

OneBeacon Insurance Group (OneBeacon) provides specialty insurance solutions backed by financial strength, expertise and a commitment to excellence in everything we do. We manage our business in order to achieve growth in book value over the long term.

We currently have an opening for a Customer Service Representative to join our team in Salem, VA. This position is responsible for fielding a high volume of broad scope customer service requests/inquiries from agents, insureds and OneBeacon field staff. Responsible for coordinating the resolution of issues/problems.

• Fields phone calls and handles written correspondence, including e-mail from agents, insureds, and field office personnel.
• Responds to billing inquiries: Take phone payments; In-depth analysis of balances for inquiry response; Preparation of detailed payment/premium histories as needed.
• Take appropriate action within defined guidelines to satisfactorily resolve issues, i.e., waive fees, process endorsements, disburse credits, etc.
• Handles additional functions that require insurance expertise as well as expertise in OneBeacon systems as related to Customer Service
• Provides loss runs, copies of policies, posting notices as requested.
• Research and follow through on any customer feedback received that identifies a breakdown in OneBeacon service, including specific areas within Customer Service and extending to Operations and Underwriting.

Requirements:

Must have strong customer service and communication skills - both verbal and written. Must also have analytical, decision-making, problem solving, organizational and negotiation skills. Demonstrated proficiency with computer software including current Windows operation system, Microsoft Office, and Microsoft Outlook.

Education & Experience:

High school diploma required. The ideal candidate will have 1-3 years customer service experience. P&C insurance background preferred.