Customer Experience Officer

About the role

Marsh McLennan Agency is hiring a Customer Experience Officer in Kahului, Hawaii, to support its customer service delivery as the primary point of contact for customers. The role works under direct supervision, resolving inquiries and issues promptly and efficiently with customers, agents and colleagues. It is a hybrid position with 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
• Place outbound calls to complete customer inquiries and follow up on claims after submission
• Handle billing issues, including receiving and processing payments
• Process customer service center inquiries 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
• Process direct bill reinstatements and respond to carrier requests for additional information
• Assist customers and agents with claim intake and follow-up on claim status
• Adhere to service standards and timeframes, assist teammates, train others as needed and perform other duties as assigned

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
• Physical demands include standing, walking, lifting up to 20 pounds occasionally and moderate noise level

Required skills

• Basic knowledge of property and casualty insurance
• Type 35 wpm accurately and 10-key by touch
• Excellent verbal and written communication
• Microsoft Office Suite
• Time management, prioritization, organization and teamwork

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