Call Listening Jobs in Michigan (NOW HIRING)

Location: Howell, MI

Onsite Flexibility: Hybrid

• Position Type: Right to Hire (Temp to Hire)
• Contract Duration: 6 months
• Pay Rate: $31.11 $31.12 / Hour (USD)
• Shift / Schedule: Monday through Friday (7:00 AM to 9:30 PM Eastern time) and a rotating Saturday (9:00 AM to 5:00 PM)
• Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

An Insurance Solutions Specialist is responsible for providing exceptional insurance services to policyholders, agents, and other stakeholders via inbound/outbound phone calls, emails, fax, and/or other communication channels. The successful employee in this role has the ability to take a consultative approach listening to clients' needs, understanding their unique situations, and tailoring insurance solutions accordingly. They build relationships based on trust, ensuring clients receive the right coverage for their unique needs. They proactively look for opportunities to increase the value proposition of the CSC and independently seek out opportunities to meet the needs of the policyholder.

• Through a comprehensive account review process, be able to effectively and accurately explain those products and coverages to policyholder and answer any questions.
• Successfully offer products and coverages to meet policyholder needs.
• Process transactions and have consultative conversations to respond to policyholders' stated needs, identify unstated needs and take appropriate action to ensure a well-rounded account.
• Accurately relay information and make decisions using established underwriting guidelines, procedures, and philosophy for states in which we are licensed to do business.
• Must use established guidelines and techniques such as timeliness, quality, and effectiveness to respond to all inquiries.
• Recommend and/or sell additional or increased coverage in appropriate situations and within specified carrier guidelines. Provide insurance quotes to policyholders as required.
• Review incoming correspondence, request additional details when needed and draft written communications in response to service requests received from policyholders and agents within current service level guidelines.
• Independently interpret and verify coverages and data. Documents each interaction and enters information into multiple systems with accuracy and concision.
• Adherence to Workforce Management is required. Up to ninety percent (90%) of the role is time spent on the phone.
• Compliance with state and federal regulations and trustworthiness are paramount.
• Utilizes appropriate resources and training materials. Serves as a resource to peers.
• Participates in relevant meetings, training and project work as assigned. May perform other duties as required.

Key Measures of Success (should align with goals):

Efficiency performance metrics including, but not limited to:

• Average handle time
• Schedule adherence & availability
• Production targets

Customer Service and Quality targets (measured individually or at group level) including, but not limited to:

• Service feedback and survey responses
• Call listening feedback and quality scores
• Eliminating need for caller to call back
• Improving policyholder retention

• Typically, has at least 2 4 years of experience in either an agency or working for a carrier
• Prior call center/contact center experience strongly preferred
• Must have or secure and maintain appropriate state license(s) and continuing education credits
• Possesses strong customer service and sales skills and behaviors
• Ability to cultivate business relationships in key departments
• Able to take ownership of issues, overcome obstacles, be flexible and find common ground for resolution
• Exhibits organization's values, positive attitude and patience when communicating with customers
• Strong organizational and time management skills
• Demonstrates strong written and verbal communication skills
• Thinks critically and independently anticipates, recognizes, identifies, and develops solutions to problems in a timely manner and within department service level guidelines
• Demonstrates flexibility in responding to changing situations, requirements, or priorities
• Support an environment of teamwork and collaboration
• Demonstrate proficiency on computer applications such as MS Teams, Excel, Word, Outlook, other operating software systems, etc. and the ability to use multiple applications and monitors simultaneously

Core Competencies:

• Problem Solving/Judgment Thinks critically and anticipates, recognizes, identifies, and develops solutions to problems in a timely manner independently or with little assistance
• Consultative Communication Uses professional or technical expertise to advise, intervene, and/or influence a policyholder or partner over whom there is no direct authority
• Accountability Proactively identifies present and future obstacles, issues, and opportunities; takes actions to address such obstacles, issues, and opportunities and provides awareness to stakeholders as needed
• Flexible and Agile Easily adapts to new, different, or changing situations, requirements, or priorities. Has an understanding and appreciation of individual differences
• Business Acumen Demonstrates knowledge of insurance business including product offerings, financial position, distribution channels and service strategies

• Must have or secure and maintain appropriate state license(s) and continuing education credits

• Typically, has at least 2 4 years of experience in either an agency or working for a carrier
• Prior call center/contact center experience strongly preferred

• Ability to use a personal computer and other standard office equipment
• Ability to sit and/or stand for extended periods
• In office presence may be required
• Up to ninety percent (90%) of the role is time spent on the phone

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

This client is a U.S. property and casualty insurance organization with more than 160 years of history serving individuals, families, and businesses nationwide. With over 4,900 employees across 48 offices and annual revenue exceeding $5 billion, it is one of the most respected regional insurers in the United States, distributing specialized coverage for homes, autos, small and mid-sized businesses through a select network of independent agents and brokers. Recognized by Forbes, TIME, and U.S. News & World Report as a top employer, the organization employs underwriters, claims professionals, actuaries, and independent agency relationship managers across a values-driven, collaborative culture.

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.

Job Number: 26-12071

#gttjobs

Global Technical Talent is a subsidiary of Chenega Corporation (www.Chenega.com) with over 1.3 billion US$ in revenue and 5800 US employees. We provide Total Talent Solutions, Global staffing, SOW, RPO, Direct Sourcing, and Global Payroll with physical offices in US, Canada, and India. GTT Digital headquartered in Toronto specializes in providing high-tech digital and banking talent to some of the nation’s largest financial institutions. As a leader in the staffing industry for over 22 years, we have become one of the largest staffing firms in the New England region, working with Fortune 500 clients and cutting-edge, technology-driven recruiting infrastructure.

We are a Native American-owned, economically disadvantaged corporation that highly values diverse and inclusive workplaces. Our clients and partners are among the most successful and innovative organizations in the world. Our top clients are Fortune 500 banking, insurance, and financial services firms, some of the nation’s largest life sciences, biotech, utility, and retail companies, and prestigious educational institutions in the Ivy League tier.
There is always a new opportunity for success when you look through all of the open job opportunities on our website’s career page. Just click on this link: https://bit.ly/gttcareers
Awards

SIA’s Fastest Growing Staffing Firm: 2023 and 2015
SIA’s Best Staffing Firm to Work for: 2019 -2023
Inc 5000 Fastest Growing Private Company: 2023, 2022, 2016, 2015
Randstad Preferred Supplier: 2020 - 2023
TechServe Alliance Excellence Award. 2019
NH Business Magazines Fast 5 fastest growing companies
Ernst & Young Entrepreneur of the Year Finalist: 2015