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Call Center Representative II/Auto & Home - Consumer Operations - Mercer - Urbandale, IA

Company Name:
Marsh & McLennan Companies, Inc. (MMC)
Title: Call Center Representative II/Auto & Home - Consumer Operations - Mercer - Urbandale, IA
Location: IA-Urbandale
General Summary
Supports existing policyholders through answering telephone calls, responding to inquiries, fulfilling customer requests, and performing required administrative functions.
Customer Service Specialist II - Answers more complex questions. Possesses higher level of knowledge and call center skills. May offer and explain other lines of business to existing customers and transfers to appropriate individual as necessary. May perform administrative tasks supporting application processing. Prepares appropriate written responses to customer or prospect email inquiries. May follow up on leads and internet applications to assist in producing sales. Appropriate license must be obtained if necessary for the position.
Essential Functions
Answers calls, performs research, processes customer requests, documents as appropriate, and responds both verbally and through writing. May also make outbound calls.
Asks appropriate questions and serves as a resource of information when attempting to retain existing business and refer new business.
Enters all information related to the call for tracking and reporting purposes.
Develops relationships with both internal and external customers.
Elevates reoccurring issues to management.
Other duties as assigned.
Qualifications:
High school diploma required and college degree preferred.
Customer service or sales experience preferred.
Excellent written and verbal communication skills to effectively interact with customers.
Excellent organizational and time-management skills to handle multiple tasks.
Detail oriented to ensure accuracy.
Above average problem solving skills to resolve customer service issues.
Basic computer skills and the ability to navigate through multiple systems without assistance.
Must obtain a Personal Lines, Property & Casualty insurance license upon hire.
The successful candidate will exemplify Marsh's IGNITE Operating Principles, the behaviors that guide our conduct and growth - In Touch: Get out in front by being informed and being connected; Genuine: Be authentic with clients and each other; Nimble: Be flexible and move quickly to deliver quality results; Inclusive: Be open to diverse ideas, experiences and backgrounds; Trusted: Stand for integrity and ethical behavior; and Engaged: Actively participate in making Marsh extraordinary.

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