Agent Support Representative

Cognizant Technology Solutions Des Moines , IA 50301

Posted 4 weeks ago

Available Shifts

Full-Time
11a - 8p, M-F with one occasional Saturday a month

Summary

The Agent Support Representative is responsible for fielding inbound calls from customers and field agents regarding existing home and auto insurance policies. The Agent Support Representative will provide assistance on billing inquiries, policy questions, and counsel customer and agents on underwriting eligibility and policy coverage and/or options.

  • 16-18 weeks of training required with no time off*

Job Responsibilities:

  • Field inbound auto and home insurance calls from agents related to billing inquires, policy questions and overall customer service.

  • Counsel customers/agents on underwriting eligibility and policy coverage and/or options.

  • Within established timeframe, provide phone requested quotes to customers/agents for changes to existing lines or products.

  • Upgrade coverage and sell new coverage/products to existing customers as appropriate.

  • Review phone requested cancellations and reinstatements and make appropriate decisions to resolve.

  • Resolve customer service related complaints and process complex customer calls, answer customer/agent policy and billing inquiries.

  • Act as on-line billing systems and agency portal website expert to provide proactive agency support as well as assist co-workers in mastering these systems and sell their benefits to the agents.

  • Accountable to build/maintain effective relationships with customers/agents.

  • May provide agency and internal support on information input processes.

Handle special projects/other related assignments as delegated by Team Manager.


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Agent Support Representative

Cognizant Technology Solutions