Customer Advocate I

Date: Jan 16, 2019

Location: Erie, PA, US, 16530

Job requisition: 13090
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Division or Field Office:

Customer Service Division

Department of Position: Customer Care Operations Dept 

Work from:

Corporate Office, Erie, PA

 

At Erie Insurance, you’re not just part of a Fortune 500 company; you’re also a valued member of a diverse and inclusive team that includes more than 5,000 employees and over 2,200 independent agencies.  Our Employees work in the Home Office complex located in Erie, PA, and in our Field Offices that span 12 states and the District of Columbia.  To attract and retain the best talent, we reward our team members with competitive salaries and a very generous benefits package.

 

Position Summary

Interacts with Policyholders, Agents, and Employees primarily on the telephone to respond to inquiries, complaints and concerns regarding various policy issues in a timely and efficient manner. May include problems related to company policy, underwriting procedures, coverage, rating and billing for all lines of property/casualty and/or life business in all states in which ERIE operates.

  • Hours for this position:  Must be available M-F 8:00 AM - 11:00 PM, Saturday 9:00 AM - 4:30 PM

Duties and Responsibilities

  • Responds to inquiries regarding policy accounting, insurance coverages and policy ratings for all property/casualty and/or life lines of business in all operating states.
  • Investigates Policyholder and Agent inquiries and facilitates the correction of errors on accounts.
  • Makes special billing arrangements.
  • Coordinates the resolution of accounting, underwriting, and policy issues.
  • Follows up with other internal departments as required.
  • Provides service to and functions as a liaison between Policyholders, Agents and ERIE.
  • Attends appropriate informational and training meetings and maintains a current knowledge of company procedures and policies.
  • The first four duties listed are the functions identified as essential to the job. Essential functions are those job duties that must be performed in order for the job to be accomplished.

Competencies

Decision Making

Detail Orientation

Developing And Maintaining Relationships

Arithmetic Computation

Interpersonal Communication

Job-Specific Knowledge

Numerical Reasoning

Oral Communication

Planning And Organizing

Problem Analysis

Service Orientation

Qualifications

Bachelor's degree, or four years related experience, required. Working knowledge of all ERIE lines of insurance (property casualty and/or Life) and billing practices, preferred. Working knowledge of word processing and spreadsheet software required. Preferred courses or designations: • Intro to Property/Casualty Insurance course; • General Insurance Program (INS 21, 22 and 23); • Fellow, Life Management Institute (FLMI); For incumbents handling branch accounts, a license in P/C insurance is required.

Physical Requirements

Lifting 0-20 lbs; Occasional (<20%)

Lifting 20-50 lbs; Occasional (<20%)

Lifting Over 50 lbs; Occasional (<20%)

Driving; Rarely

Pushing/Pulling; Occasional (<20%)

Manual Keying/Data Entry; Frequent (50-80%)

Climbing; Rarely


Nearest Major Market: Erie

Job Segment: Underwriter, Insurance, Customer Service

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