Job Title: Customer Service Representative (Mail Center)

Department: Administrative Services

Reports to: Customer Service Supervisor

Supervises: No

WHO WE ARE:

Harford Mutual Insurance Group is a growing, dynamic community partner located in Bel Air in Harford County, Maryland, offering a positive, diverse, and inclusive work environment with a rich company culture. We provide commercial property and casualty insurance products and services to a regional market. Founded in 1842 on the principles of mutuality for our business clients, our agents, and our company, we believe in insuring opportunity through mutual success® and invite our employees to continue that tradition with respect, integrity, exemplary service, and personal responsibility.

THE OPPORTUNITY

An entry level position, the Mail Center Customer Service Representative will be responsible for helping external customers and supporting internal team members by collecting and documenting information, providing service detail, and resolving issues in a service center. This position allows the opportunity to gain experience in foundational aspects of corporate administrative duties while developing a base of operational knowledge which will be helpful in expanding responsibilities to other service-oriented tasks within the company. This person will ultimately divide their time between the duties of our Mail Center and our Customer Service teams.

WHAT YOU’LL DO:

• Sort and prepare incoming daily mail for scanning, index documents to correct individuals and/or departments, and electronically distribute documents.
• Collect, package, seal, weigh, and post outgoing mail. Prepares outgoing UPS, including bi-weekly bulk agency mailings.
• Receive incoming faxes and deliver electronically in a timely manner. Send outgoing faxes in a timely manner.
• Prepare and document date-sensitive policy Cancellations, Rescinds and Reinstatements for daily mailing.
• Process and monitor daily policy and bill printing.
• Perform various Mail Center quality control measures to ensure that the best product is going out to both our agents and customers, i.e., quality of printed pages and avoiding duplication.
• Operate postal machines and perform routine minor maintenance on equipment, i.e., changing toner, adding sealer to postal machines and cleaning scanning equipment.
• Track supplies and advise Manager when supplies are low and need ordering.
• Maintain daily log of Mail Center production and prepare monthly summary report for the manager of Customer Services.
• Serve as backup on certain tasks for our Service Center: Customer Service Representatives.
• Develop Customer Service skills to assist both our internal and external customers through phone, email and in-person contact.
• Deliver loyalty-building service to customers (policy holders, producers, team members and vendors) by responding to incoming requests with a high degree of accuracy and speed, while consistently meeting key department performance metrics.
• Educate and inform the customer across multiple communication channels.
• Direct requests to the appropriate company contact or escalate to Service Center management as needed.
• Report any service issues or problems to supervisor.
• Type materials such as correspondence, reports, records, statements, and forms from rough draft, corrected copy, recorded voice dictation, or previous version displayed on screen. This person treats all information typed as confidential.
• Assist with processing/indexing change requests to the appropriate department/person.
• Complete all other work, as assigned.

WHAT YOU’LL BRING:

• Associates Degree or Four-year Bachelor’s Degree or working towards completion, or equivalent years of experience.
• Complete continuing education requirements as needed.
• Entry level desire to grow and develop within the company.
• 1 year experience in customer service environment.
• Bilingual capabilities are a plus (but not required).
• Excellent oral and written communication and people skills.
• Strong organizational skills.
• Ability to exercise judgment.
• Ability to multitask in fast paced environment.
• Strong collaborating skills, and ability to work in a team environment and/or independently.
• Demonstrated high energy level and a positive attitude.
• Willingness to learn.
• Experience with Microsoft Office products.

Physical Requirements:

The physical demands are minimal and typical of similar jobs in comparable organizations.

The Harford Mutual Insurance Company is an Equal Opportunity Employer.