Berkley One exists to insure and protect the lifestyles of a modern generation of affluence. We seek clients that are sophisticated individuals and families who require world-class risk and claims management customized to their needs, a team of select expert independent agents and innovative digital tools to keep it simple and easy. We’ll blend our partners, products and capabilities with all that is Berkley, generating a modern solution for the customers we serve.

 

Our culture is one of innovation, creativity and teamwork. Our team is highly motivated, passionate about our business, and deeply experienced in developing and delivering product and service solutions in the personal insurance marketplace.

We have an opportunity for a Customer Service Associate to join our Berkley One team!  You will be responsible for managing various operations/customer service functions related to our classic vehicles area. You will handle inbound and outbound communications, processing endorsements, and supporting the Direct Market Specialist team. 

 

This role will be based in our Wilmington, DE office...working 4 days in the office, and 1 day remote.

 

We have a welcoming culture valuing our employees – we trademarked the phrase Everything Counts, Everyone Matters® to describe the Berkley commitment to our people and how we do business. We believe that every person in the organization is important and every accomplishment makes a difference in our results. Come join us!   

 

Key functions include but are not limited to:

 

Communicate with agents and customers via phone, chat, and email; quote/issue/endorse/cancel policies; deliver service excellence; submit optimizations for process improvement; participate in innovation challenges.

• Agency Policy Support: act as primary point of contact for agents to get their Berkley One Classics questions resolved; process individual policy work submitted by the agents via phone, email or chat; answer policy inquiry questions and assist the agency with handling servicing needs; and assist agents with finishing their quotes and converting them into policies
• Inbound & Outbound Calls/Live Chat/Email Correspondence include but are not limited to:
  • Perform endorsement transactions
  • Amend mailing, billing, and physical addresses in customer files, billing statements, and policy files
  • Remove vehicles from policies
  • Enter new/add vehicle requests and submit for approval to the Classics Underwriting/Direct Market Specialist team
  • Add loss payee, joint owner, or trust account information and send it to Direct Market Specialist for review
  • Resolve DMV notice mismatches by processing endorsements to correct vehicle information and request re-filing if needed before the weekly run
  • Handle renewal-rewrite processes

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    Contact clients regarding late payments, cancellation notices, and credit card failures to update accounts and collect payments

  • Monitor live chat for customer inquiries and provide timely responses

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    Manage the sales inbox for emails, including setting up and routing claim review tasks to the Direct Market Specialist

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    Monitor voicemail inbox and return calls or route them according to established guidelines

  • Handle DocuSign management duties 
• Complete additional tasks and projects as needed

 

• High School Diploma or equivalent experience
• 2+ years experience in a customer service role, preferably within an insurance industry call center
• Experience contributing to a highly performing customer service center team in a high growth, fast paced environment
• Incredible empathy and understanding of the needs of our insureds and their agents alike; you will be a proactive and conscientious advocate for Berkley One customers and are passionate about their experience
• Exceptional verbal and written communication skills
• Calm under pressure; you have excellent organizational skills, integrity, and great follow-through on tasks; ability to work collaboratively with colleagues at all levels of the organization
• Natural curiosity; you love learning how things work, and you are always looking for innovative improvements
• The ability to troubleshoot complex problems and utilize available resources and tools
• Independently manage daily workload with minimal assistance

We do not accept any unsolicited resumes from external recruiting firms.

The company offers a competitive compensation plan and robust benefits package for full time regular employees.

The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment.

Sponsorship not Offered for this Role