Customer Experience Specialist

At VGM, we live by a common set of values that we call our power of one principles. We give our employees the freedom and resources they need, backed by our culture of collaboration and diverse thought, to continue innovating and advancing our services - if you want to be empowered to make a difference, you will love it here.

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VGM Insurance Services is headquartered in Waterloo, Iowa, and has provided Protection Beyond Policies for over 30 years. VGM Insurance offers industry-specific insurance products and risk management solutions nationwide for a variety of post-acute healthcare industries, as well as golf and hospitality markets. Learn more at www.vgminsurance.com.

Position Summary

The Commercial Insurance Customer Experience Specialist is a highly engaged and critical team member providing the best service to our customers and supporting our teams' business needs. As a Customer Experience Specialist, you will be working with our Account Managers, Producers, and Underwriting team to serve our VGM Insurance customers well. A Customer Experience Specialist's main objective is accuracy and timeliness in processing tasks thereby allowing our team ample opportunity to meet customers' needs and provide an outstanding customer experience.

Our ideal candidate is a quick learner who demonstrates an excellent work ethic, pays close attention to detail to ensure reports, correspondence and databases are accurate and exercises effective problem-solving skills. One must also be able to follow instructions and adhere to deadlines as well as be detail oriented and committed to success. The right candidate should be self-directed and can manage multiple projects.

Reports to: Customer Experience Manager

Manager Hours: Full-Time Monday - Friday 8-5 PM+

Locations: Waterloo, IA

Responsibilities/Duties of the Job

Putting the client needs first is deeply rooted in our culture and at the core of everything we do. In providing an outstanding customer experience one will perform the duties of:

• Navigating our agency management system to enter client, policy and coverage information

• Understanding our insurance products, coverages and limits

• Processing endorsements, audits, and policy cancellations with accuracy in a timely manner

• Providing memorable and meaningful customer service to all our customers through e-mail and phone calls

• Effectively communicating with Producers, Account Managers and Agents

• Work successfully in a paperless environment

• Detail-oriented with the ability to manage and prioritize multiple tasks at once

Position Qualifications

Education/Experience:

• Associates degree desired, 4-year degree preferred.

• Previous insurance experience preferred, not required.

• Commercial Insurance License must be held in this position - if not currently licensed upon employment candidate is required to become licensed and pass all applicable exams.

Skills and competencies:

• Verbal and written communication skills to communicate ideas and thoughts in a clear, professional manner.

• Exceptional organizational skills to prioritize and complete work efficiently.

• Ability to work independently and learn quickly as well as work collaboratively within a team environment with a "Team Player" mindset, doing whatever is needed, big or small.

• Dedicated to exceeding quality standards and providing products and services of the highest caliber.

• Microsoft MS Excel, Word, Outlook, and Power Point proficiency to produce professional documents.

• General mathematics to sufficiently process account and transaction information.

• Work ethically and with integrity, including maintaining client and firm confidentiality.

• Willingness to learn and succeed!

Physical Requirements:

• Operation of office equipment and using technology efficiently such as computers, phones, misc. office equipment

This job description reflects the general duties of the job but is not a detailed description of all duties which may be inherent to the position. Reasonably related additional duties may be assigned to the individual Associate.

VGM Group, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, pregnancy, national origin, disability, genetic information, military or veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.