Customer Care Specialist - Crum & Forster

Since 2000, Crum & Forster’s Accident & Health division (A&H) has offered a diverse portfolio of specialty insurance and reinsurance products nationwide. We place a strong focus on product development and creative distribution methods, along with excellent client service and support.

In addition to our robust domestic portfolio, which spans both special risk and medical solutions, A&H works on an international basis through various partnerships. Our global capabilities provide our partners with even broader flexibility in underwriting solutions.

The qualities and capabilities of Crum & Forster Accident & Health demonstrate our philosophy of building meaningful, long-term partnerships and our dedication to providing alternative strategies in an ever-changing insurance market.

Travel Insured International (TII), a Crum & Forster company, is hiring a Customer Care Specialist, Customer Service.

Travel Insured International is a leading travel insurance provider with more than 25 years in business. As a key component of our Small Business Unit, within the Accident & Health division, TII provides travel protection plans to help each individual travel confidently. Travel Insured International is proud to offer products to consumers and to agency partners of all sizes. We're committed to providing dependable coverage, great value, and customer satisfaction.

This is an intermediate-level position designed to provide excellent customer service to travel agents and travelers via email communication.

What you will do:

• Demonstrate strong written communication skills while corresponding via email with our agent partners and travelers
• Provide accurate and timely responses to a variety of concerns that will include, but not be limited to coverage questions, website troubleshooting, purchase inquires and agent support requests
• Serve as backup for other Customer Care functions including Customer Care/Group call taking, supporting Customer Care Chats, Group desk administrative functions as well as Diamond Tour manifest processing
• Act as a liaison with agency partners that have dedicated TII support email addresses
• Perform other related duties as needed to fulfill job and unit needs

What YOU will bring to C&F:

• Strong communication and analytical skills and demonstrated by giving full attention and taking time to understand the customer’s needs, asking clarifying questions as appropriate
• Ability to communicate information in a clear and concise manner so as to be easily understood
• Effective written communication skills, targeting information, comments and explanations in a manner appropriate to the needs of the audience.
• Great teamwork skills: willingness to help others; adaptable to team goals; builds and leverage relationships; capable of training others; displays leadership skills; assist managers with tasks
• Ability to resolve service issues and complaints, leveraging problem-solving and service skills to achieve an appropriate outcome promptly and effectively with a great deal of independence.

 Requirements:

• A minimum of Three years or Four to five years of prior call center experience preferred
• A high school degree or GED is required
• Demonstrated knowledge of and familiarity with Microsoft Office software
• Strong keyboarding skills
• Knowledge of principles and processes for providing quality customer service. This includes assessing customer needs, meeting quality standards for services, and evaluation of customer satisfaction
• Expert knowledge of our products and procedures
• Personal Lines License is preferred
• Experience in the Travel Insurance industry is preferred

• Competitive compensation package
• Generous 401K employer match 
• Employee Stock Purchase plan with employer matching
• Generous Paid Time Off
• Excellent benefits that go beyond health, dental & vision. Our programs are focused on your whole family’s wellness including your physical, mental and financial wellbeing
• A core C&F tenant is owning your career development so we provide a wealth of ways for you to keep learning, including tuition reimbursement, industry related certifications and professional training to keep you progressing on your chosen path
• A dynamic, ambitious, fun and exciting work environment
• We believe you do well by doing good and want to encourage a spirit of social and community responsibility, matching donation program, volunteer opportunities, and an employee driven corporate giving program that lets you participate and support your community

At C&F you will BELONG

We value inclusivity and diversity. We are committed to equal employment opportunity and welcome everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you require a special accommodation, please let us know.

Crum & Forster is committed to ensuring a workplace free from discriminatory pay disparities and complying with applicable pay equity laws.  Salary ranges are available for all positions at this location, taking into account roles with a comparable level of responsibility and impact in the relevant labor market and these salary ranges are regularly reviewed and adjusted in accordance with prevailing market conditions. The annualized base pay for the advertised position, located in the specified area, ranges from a minimum of $32,800 to a maximum of $54,600. The actual compensation is determined by various factors, including but not limited to the market pay for the jobs at each level, the responsibilities and skills required for each job, and the employee’s contribution (performance) in that role. To be considered within market range, a salary is at or above the minimum of the range. You may also have the opportunity to participate in discretionary equity (stock) based compensation and/or performance-based variable pay programs.