Customer Service Representative

Overview

Crum & Forster Travel Insured International (TII), a Crum & Forster company, is hiring a Customer Service Representative. Travel Insured International is a leading travel insurance provider with more than 30 years in business. As part of our Specialty Business Unit within the Accident & Health division, TII offers travel protection plans to consumers and agency partners of all sizes. We are committed to dependable coverage, value, and customer satisfaction.

We are excited to hire our next class of Customer Service Representatives to join our growing organization. Our Customer Service Representatives deliver exceptional service to callers, including travelers and our extensive travel advisor community. Our structured training program includes licensing training, classroom training on everything Customer Care at TII, and a mentor stage with practical application of new knowledge. Some of our best Customer Service Representatives have progressed to other parts of our organization, including Claims, Product, and Quality Management.

We offer 100% remote working schedules within the US. The Customer Service department is open from 7:45 AM – 7:15 PM EST. Scheduled shifts include 7:45 AM - 4:15 PM, 9:00 AM - 5:30 PM, and 10:45 AM - 7:15 PM. Shifts are subject to change based on business needs.

• Answer inbound calls
• Provide accurate, clear and timely responses to traveler and travel advisor inquiries (including travel insurance coverage questions, website troubleshooting, purchase inquiries, and agent support requests)
• Create cases in Salesforce to address customer needs (documentation or policy changes)
• Act as a liaison with agency partners that have dedicated TII support email addresses
• Participate in weekly coaching sessions
• Participate in meetings on camera in MS Teams (Manager/Employee one-on-one, Team meetings, Training, Town Halls)
• Serve as backup for other Customer Care functions (including Chat, Group desk administrative functions, and Diamond Tour manifest processing)
• Perform other related duties as needed

• Customer-Centric:
  Skilled at prioritizing customer needs and delivering exceptional service
• Sales Focused:
  Ability to communicate the value of TII’s offerings and tailored solutions
• Effective Listening:
  Active listening and empathy
• Effective Communication
  
  Skills:
  
  Written and verbal communication tailored to the audience
• Problem solving:
  Ability to resolve service issues independently and promptly

• A High School Diploma or GED
• 1 year of experience in a customer service or retail role; call center experience preferred
• Proficiency with MS Office applications (Word, Outlook, Teams)
• A Personal Lines or Property & Casualty License is required, with exam and certification obtained within 90 days of employment (classroom training provided)
• Experience in the Travel Insurance industry preferred
• Dependable internet connection with a dedicated private workspace

• Competitive compensation package
• Generous 401K employer match
• Employee Stock Purchase plan with employer matching
• Generous Paid Time Off
• Comprehensive benefits for physical, mental, and financial well-being
• Support for career development: tuition reimbursement, industry certifications, and professional training
• A dynamic, ambitious, and engaging work environment
• Community involvement through matching donations, volunteer opportunities, and an employee-driven corporate giving program

We value inclusivity and diversity and are committed to equal employment opportunity. If you require a special accommodation, please let us know. For California residents: information collected as part of your career profile and applications is subject to our privacy notices and policies at

Crum & Forster is committed to fair pay and pay equity. Salary ranges are available for all positions and are regularly reviewed. The advertised base pay range for this location is $31,100 to $58,500, with actual compensation determined by multiple factors, including market pay, responsibilities, skills, and performance. Equity-based compensation or performance-based pay may be available where applicable.

Compensation details are provided for transparency and do not constitute a guarantee of actual pay.

• Seniority level:
  Entry level
• Employment type:
  
  Full-time
• Job function:
  Other
• Industries:
  Insurance