Job Description

Customer Service Specialist
Marlborough, MA

Essential Functions:

  • Understand the P&C insurance processes from insured and client perspective
  • Follow underwriting guidelines provided for assigned client company, maintain client guidelines with updates
  • Follow general processing procedures provided
  • Process high volumes of calls and frequent procedural changes with accuracy rate of 98% or better against Service Level Agreement deadlines
  • Manage workload, using time appropriately
  • Establish and maintain positive relationships with clients through friendly, customer-oriented service
  • Utilize client system of record to access and relay information to verified callers, and document all conversations to the policy record
  • Troubleshoot and identify apparent deviations in normal activities which may indicate potential problems within the system and/or workflow
  • Establish and build critical client relationships, with a goal of constantly exceeding service expectations.
  • Initiate follow-up calls and letters.
  • Assist with special projects and other duties as assigned



  • A minimum of 2 years customer service experience, preferably in an insurance company or agency environment
  • Proven track record of exceptional dedication to provide friendly, customer-oriented service. 
  • Demonstrated communications skills, both orally and in writing, and strong interpersonal skills 
  • Must be detail oriented and able to multitask.
  • Bilingual Spanish



Application Instructions

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