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Customer Care Associate
2 months ago
At The Travelers Companies, Inc., we're committed to providing exceptional customer service and support to our customers. As a Customer Care Specialist, you will be the first point of contact for customers, brokers, and claimants, providing needed assurance and crisis management while setting the tone for Travelers' Claim experience.
Key Responsibilities:
- Answer inbound calls to meet customer needs by efficiently capturing first notice of loss information, responding to questions, redirecting customers to appropriate department/claim professional or promptly escalating urgent claims according to the established escalation guidelines.
- Build and maintain customer satisfaction and trust by graciously listening to denote customer concerns and effectively applying learned product and systems knowledge.
- Adapt and modify communication style to provide a positive, consistent, empathetic, and thorough customer experience.
- Assess a variety of customer situations to ensure appropriate and comprehensive documentation of information following the guidelines of multiple workflows under the corresponding line of business.
- Navigate numerous technological systems and platforms simultaneously to accurately access and input information while interacting with the customer.
Requirements:
- Bachelor's Degree or College Diploma with one year of customer service or office related experience, or an equivalent combination of education and experience.
- Bi-lingual in English and French.
- Enrollment in C.I.P program.
- Strong ability to maintain composure and flexibility while displaying passion, integrity, commitment, and drive to deliver a positive, differentiated service that improves our customers' lives.
- Excellent communication skills with the ability to actively listen, empathize, build trust, establish rapport, and effectively de-escalate customer issues.
- Self-starter with the ability and drive to continuously learn new skills and flexibly adapt to new information and technology platforms.
- Strong multitasking skills including the ability to apply typing skills and system navigation to proactively address customers' needs and concerns.
- Ability to work well in a structured work setting and adhere to a daily schedule including commitment to excellent attendance with proven reliability.
What We Offer:
- Health Insurance: Employees and their eligible family members – including spouses, partners, and children – are eligible for coverage from the first day of employment.
- Retirement: Travelers provides a core contribution of 3% of your total eligible earnings to your Deferred Profit Sharing Plan ("DPSP").
- Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off ("PTO") annually, plus the opportunity to purchase additional days to allow for up to a total of 36 PTO days per year.
- Wellness Program: The Travelers wellness program is comprised of tools, discounts and resources that empower you to achieve your wellness goals and caregiving needs.
- Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved.
Equal Employment Opportunity Statement:
Travelers is an equal opportunity employer. We are committed to providing accommodation to persons with disabilities. If you require accommodation during the recruitment or interview process we will work with you to accommodate your needs.
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