Customer Response Associate

Job Description:Professionals Direction Insurance Company is seeking a Customer Response Associate in our Grand Rapids, MI location.Position OverviewThe successful employee in this role has a Michigan Property and Casualty license and has the ability to service, cross sell and up sell in multiple states. They must have the ability to perform multiple tasks, including answering simple to complex customer inquiries, process policy and billing changes, research and communicate underwriting guidelines and coverage requirements to agents and insureds. Responsibilities: Primary duty will be to manage the new business and renewal customer contact for direct customers and subagent partners for customers of Hanover Professionals and other carriers. Answering in-bound telephone calls from insured customers and sub-producers providing assistance with underwriting, processing and billing inquiries while simultaneously making changes to policies as needed. Includes research and follow-up activity (outbound callbacks, etc. Accurately relays information and makes decisions regarding coverages and rates using established underwriting guidelines, procedures and philosophy Provide insurance quotes on existing business as well as new business quotes, process new business submissions as required by Operating Manual Responsible for processing activities: policy changes/endorsements, letters, etc. Processing activities (policy changes, change in limits, deductibles, mid-term policy changes, letters, etc) Provide Agent direction and assistance in utilizing available on-line tools Other tasks as assigned by manager.Shift and Hours5 days a week, between the hours of 8:30 AM – 6:30 PMQualifications Associates Degree preferred, with 2-3 years Insurance Carrier or Agency experience High School diploma with 3-5 years Insurance Carrier or Agency experience Property & Casualty License, preferred or willingness to obtain in 90 days 2+ years customer service experience Proficient in MS Windows, comfortable with MS Office products Excellent customer service skills Extremely strong attention to detail Work well independently and with a teamBenefits To Joining The Hanover Team: Competitive Pay and Benefits Retirement/401(k) Program Beneficiary and Ability Assist Programs Travel Assistance Program Adoption Benefit Wellness Programs Matching Education Gifts Plan Employee Development/Education Assistance and Professional/Industry Designation Programs Generous "Time Off With Pay" The Hanover Insurance Group, Inc., based in Worcester, Massachusetts, is the holding company for a group of insurers that includes The Hanover Insurance Company, also based in Worcester, Citizens Insurance Company of America, headquartered in Howell, Michigan, and their affiliates. The Hanover offers a wide range of property and casualty products and services to individuals, families and businesses through an extensive network of independent agents, and has been meeting its obligations to its agent partners and their customers for more than 150 years. Taken as a group, The Hanover ranks among the Top 35 of more than 950 property and casualty insurers in the United States. The Hanover Insurance Group does not accept unsolicited Agency resumes. The Hanover Insurance Group will not pay fees to any third party agency or firm that does not have a signed “Employment Agency Agreement” already on file with Human Resources – The Office of Talent Management.Minimum Education Required: AssociateYears of Experience Required: At Least 3 YearsExpected Travel Time: None