Call Center Insurance Agent; P&C Licensed

Call Center Insurance Agent (P&C Licensed) role at Mass Markets. MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. We are hiring call center insurance agents who are positive, persuasive, and have the drive to succeed. In this role, you will provide full lifecycle customer service and sales to assist customers in understanding their coverages and selecting the right products, services and best solutions to meet their personal financial needs.

A Property and Casualty license is required for this role.

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Primary contact for inbound/outbound sales via multiple channels
• Apply underwriting and eligibility guidelines to correctly price, and bind, policies according to established procedures
• Demonstrates a commitment to customer service, adding new customers while maintaining service levels and looking for multi-lining opportunities with existing accounts
• Leverages sales, marketing, and influence skill set to assist with acquisition and retention of policyholders
• Escalates problems or inquiries as needed
• Utilizes proper procedures and documented knowledge articles to achieve first contact resolution and aides in policyholder retention
• Leverages opportunities to expand customer interactions to learn more about the customers current and future needs
• Uses multiple applications to gather the necessary information and notify business partners regarding messages, inquiries, and claim reporting
• Utilize knowledge base and training to accurately answer customer questions and sell appropriate products and services
• Listen to customers, understand their needs, and resolve customer issues
• Research systems to find missing information; coordinate with other departments to resolve issues as applicable
• Utilize systems and technology to complete account management tasks
• Accurately document and process customer orders in appropriate systems
• Follow all required scripts, policies, and procedures
• Comply with requirements surrounding confidential information and personal information
• Escalate customer issues to the appropriate staff and managerial for resolution as needed
• Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
• Adhere to all attendance and work schedule requirements

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (20+ words a minute)
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of Windows operating system
• Highly reliable with the ability to maintain regular attendance and punctuality
• The ability to evaluate, troubleshoot, and follow-up on customer issues
• An aptitude for conflict resolution, problem-solving, and negotiation
• Must be customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• The ability to thrive in a fast-paced environment where change and ambiguity prevalent
• Excellent interpersonal skills and the ability to build relationships with your team and customers

• One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
• State or Federal work experience

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• Paid Time Off:
  Earn PTO and paid holidays to take the…