Customer Experience Officer

About the role

The Customer Experience Officer supports the company's customer service delivery as the main point of contact for customers. Working under direct supervision, the officer resolves inquiries and issues promptly and efficiently with customers, agents and colleagues. The position is hybrid and requires in-office work depending on operational needs.

Key responsibilities

• Provide exceptional customer service by phone, in person or by email, including difficult or irate customers
• Answer incoming calls promptly, complete requested tasks or direct calls to the right person
• Make outbound calls to complete customer inquiries and follow up on claims after submission
• Handle billing issues, including receiving and processing payments
• Process customer requests such as issuing Auto ID cards, changing mailing addresses, adding or removing vehicles, cancellation requests, generating LPRs and issuing COIs, proof of coverage and EOI
• Assist customers and agents with claim intake and follow-up on claim status
• Respond to carrier requests for additional information and process direct bill reinstatements
• Adhere to service standards and timeframes, assist teammates and train others as needed

Required profile

• High school diploma or GED required
• 1-3 years of customer service experience preferred; equivalent education, experience or training considered
• Hawaii State Property & Casualty Solicitor's license preferred but not required
• Ability to work weekends and flexible hours

Required skills

• Basic knowledge of P&C insurance
• Type 35 wpm accurately and 10-key by touch
• Microsoft Office Suite
• Excellent verbal and written communication, time management and multitasking

What we offer

• Base salary of $34,100 to $58,200, depending on experience, skills, location and certifications
• Possible performance-based incentives
• Health and welfare benefits, tuition assistance, 401K and other retirement programs, and employee assistance programs