Posted: 1 week ago

Location: Hilo, HI (Hawaii Island)

Job Overview:

Supports the company’s customer service delivery as the primary point of contact for customers.  Under direct supervision, works closely with customers, agents, and fellow employees to resolve inquiries and issues promptly and efficiently.    

Responsibilities:

Customer Service and Communication – Call Center (20 – 40%)

• Handles incoming and outgoing customer calls, ensuring inquiries are resolved promptly and professionally.
• Answers incoming calls promptly, completes requested tasks, and directs calls to the appropriate person if the inquiry cannot be resolved on the first contact.
• Places outbound calls to follow up on customer inquiries and resolve issues

Customer Service and Communication – Front Desk (20 – 40%)

• Provides in-person assistance to walk-in customers, managing inquiries with professionalism and efficiency.
• Acts as the first point of contact for in-office visitors, ensuring a welcoming and organized reception area

Processing Requests and Documentation (50%)

• Assists customers with billing inquiries, including receiving and processing payments when applicable.
• Issues Auto ID cards, certificates of insurance (COIs), proof of coverage, and evidence of insurance (EOI) for customers.
• Processes changes such as mailing address updates, addition/deletion of autos, and cancellation requests.
• Generates and distributes LPRs (Loss Payee Requests) to customers upon agent request.
• Handles direct bill reinstatements received from walk-in customers, agents, and account managers.
• Assists customers and agents with claim intake, reporting claims to carriers, and following up on claim status while ensuring adjuster contact.
• Places outbound calls for follow-ups on claims, payments, policy changes, and service requests.
• Responds to carrier requests for additional information promptly and accurately.
• Documents interactions and resolutions within the system for accurate record-keeping.

Support and Collaboration (10%)

• Assists other team members as needed to meet agency, team, and individual goals, and fosters a collaborative work environment.
• Performs duties in accordance with the Customer Service Center’s objectives and standards and ensures tasks are completed within defined service standard levels.
• Provides follow-up support to customers after claim submission and ensures comprehensive service and satisfaction.

Qualifications:

• An equivalent combination of education and experience will be considered.
• High school diploma or general education degree (GED) required.
• Minimum of 1 year of office, call center, or customer service experience strongly preferred; prior P&C insurance experience preferred but not required.

Salary Range: $18.00 To $23.00 Hourly