Client Services Associate (Hybrid)

At Selective, we don't just insure uniquely, we employ uniqueness.

Selective is a midsized U.S. domestic property and casualty insurance company with a history of strong, consistent financial performance for nearly 100 years. Selective's unique position as both a leading insurance group and an employer of choice is recognized in a wide variety of awards and honors, including listing in Forbes Best Midsize Employers in 2024 and certification as a Great Place to Work in 2024 for the fifth consecutive year.

Employees are empowered and encouraged to Be Uniquely You by being their true, unique selves and contributing their diverse talents, experiences, and perspectives to our shared success. Together, we are a high-performing team working to serve our customers responsibly by helping to mitigate loss, keep them safe, and restore their lives and businesses after an insured loss occurs.

Provide exceptional customer service to both internal and external customers for personal lines and commercial lines policies. Handles billing transactions, account functions and time sensitive communications. All job duties and responsibilities must be carried out in compliance with company procedures and applicable legal and regulatory requirements.

• Manage a large number of incoming calls from our customers in a call center environment. Ability to reconstruct policy activity based on knowledge of company billing systems as it relates to direct bill, agency bill, agency commission and the ability to perform accounting calculations. Determines when issues are to be escalated, and when to request exceptions above department guidelines. Knowledge of underwriting systems to obtain billing information (i.e. listed interests, named insured, pay plan).
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits in a professional demeanor; follow up to ensure resolution. Provide accurate, valid, and complete information by using the right methods/tools. Identify and assess customers' needs to achieve satisfaction.
• Review and accept payment according to policy status and follow PCI compliance requirements. Must possess ability to process system transactions within the scope of this position (i.e. payment console).
• Review reinstatement requests for commercial and personal lines accounts within outlined authority adhering to our reinstatement guidelines.
• Correspond with Billing Services team to provide timely and accurate resolution to cash transactions or requests sent via internal requests (tasks).
• Negotiate audit pay plans within outlined guidelines. Escalate exceptions from management to the Billing Services team for review prior to offer to policyholder or agent.
• Market and assist with customer sign up for online services such as SelectPay. Trouble shoot and assist with customer self-service calls to include assisting customers with information available on website. To include updating email address, unlock an account, assist with disabled accounts, walk a customer through updating funding and making payments based on security guidelines.
• Respond to department emails in a timely manner using email templates and department guidelines. This includes resolving customer complaints or follow up via phone, email, mail, or chat.
• May process LPRs in accordance with company guidelines and protocols.
• May process FNOL calls and emails in Claims Portal and Claim Capture. Process initial rental set up in ARMS. Perform all other Claims functions, as needed, and requested.

Knowledge and Requirements

• Word, Excel, PowerPoint, Outlook, and the internet.
• Strong customer service skills and results and detail oriented
• Ability to multitask
• Strong communication skills (verbal and written)
• Ability to perform in fast paced, high pressure environment.

Education and Experience

• High school diploma or equivalent required.
• Experience preferred: 1 year Insurance industry, 2 years customer service representative and bilingual skills.

Selective Insurance offers a total rewards package that includes a competitive base salary, incentive plan eligibility at all levels, and a wide array of benefits designed to help you and your family stay healthy, achieve your financial goals, and balance the demands of your work and personal life. These benefits include comprehensive health care plans, retirement savings plan with company match, discounted Employee Stock Purchase Program, tuition assistance and reimbursement programs, and paid time off plans. Additional details about our total rewards package will be provided during the recruiting process.

The actual base salary is based on geographic location, and the range is representative of salaries for this role throughout Selective's footprint. Additional considerations include relevant education, qualifications, experience, skills, performance, and business needs.

Selective is an Equal Employment Opportunity employer. That means we respect and value every individual's unique opinions, beliefs, abilities, and perspectives. We are committed to promoting a welcoming culture that celebrates diverse talent, individual identity, different points of view and experiences - and empowers employees to contribute new ideas that support our continued and growing success. Building a highly engaged team is one of our core strategic imperatives, which we believe is enhanced by diversity, equity, and inclusion. We expect and encourage all employees and all of our business partners to embrace, practice, and monitor the attitudes, values, and goals of acceptance; address biases; and foster diversity of viewpoints and opinions.