Personal Lines Call Center Specialist at Greylock Federal Credit Union – Pittsfield, Massachusetts

Position Title: Personal Lines Call Center Specialist

Department: Greylock Insurance Agency

Work Arrangement: In-Office 8:00a-4:30p

Bilingual-Preferred but not required 01/2025

We are guided by our IDEA principles — Inclusion, Diversity, Equity, and Accessibility — to support a workforce that reflects our community. Our principles support Greylock's mission and our goals of building a diverse workforce — reflecting multiple identities — and supporting the diverse communities we serve. We strive to ensure that the spaces in which we work and community members we engage are inclusive.

Under the general direction of the Insurance Processing & System Manager, performs a variety of personal insurance policy processing functions in conformance with established Insurance Agency policies, strategies and procedures.

Key Job Requirements:

Performs any functions, within scope of authority and expertise to provide the highest level of service and responsiveness to the customers served by the Insurance Agency.

Responds immediately as the first person of contact to incoming inquiries for service from customers or prospects via the phone queue system TouchPoint, taking ownership of the inquiry to ensure customer satisfaction and policy retention as well as handling calls in a timely, professional and friendly manner.

Confidently discusses options and makes recommendations for policy suggestions/changes. Be prepared to respond to frequently asked questions.

Achieves expected standards in up-selling/cross-selling by reviewing existing customers' policies and asking the appropriate questions that will result in cross-selling additional policies and upselling needed features to current policies.

Collects and enters prospect information into our system in order for the quoting process to begin.

Participates in training in order to inform and recommend coverages and solutions to insureds over the phone, in a consistent manner with the rest of the Agency's personnel.

In the Agency's ongoing effort to retain business, assist the Processing team with nonpayment and renewal notices during downtime, making calls to insureds and notifying CSR's when policies are due to cancel. Initiate any necessary contact with carriers to mitigate policy reinstatement Whenever possible or necessary.

Act as quality control, ensuring that all required documentation is in our file and that the agency standards for timeliness and accuracy are being met and reporting any violations to the appropriate agency manager. Quality control also extends to verifying the accuracy of all information in the customer database.

May be required to transmit some requests for policy changes to our insurance partners within the required timeframe, utilizing the specific delivery method for each carrier. Confirm receipt of the revised policy declarations and mail insured copies to the customer along with the appropriate letter.

Assist Account Manager with customer service activities as needed or as time permits.

Cross-sells Greylock products (referrals) to non-Credit Union members, as well as have a basic understanding of the products and services the Credit Union has to offer.

Related Responsibilities:

Promotes the Greylock Insurance Agency wherever and whenever possible. Encouraged to actively represent the Greylock Insurance Agency in local civic, community and professional organizations.

Responsible for company specific trainings

The above is a description of the ordinary duties of the position. It should be expected that from time to time other duties both related and unrelated to the above responsibilities may be assigned and therefore, required.

Supports other areas of the Agency as needed.

Position Requirements:

High school diploma or its equivalent

Ability to organize multiple projects

Excellent verbal communication, telephone etiquette, and customer service and organizational skills

Attention to detail and ability to multi-task

P&C License Preferred

Supervisory Scope: None

Salary Range:

The salary range for this role is min $20.00 to mid $25.52 per hour. This is the salary range we in good faith believe we would pay for this role at the time of this posting. We may pay more than the posted range for exceptionally qualified individuals. An employee’s pay position within the pay band will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience (job and life), skills (specific and transferable), seniority, performance, and business organizational needs. This range may also be modified in the future.

Sign on Bonus $1,500

Benefits that work: Greylock offers competitive benefits and a range of opportunities to grow your career. Choose from two comprehensive medical plan options, along with FSA Medical/Dependent Care, HSA/HRA, dental, vision, and wellness benefits. Additionally, our generous benefits package includes 401k plans with employer match and employer pension contributions, PTO, employee incentive plans, and an opportunity for profit sharing. Greylock offers employer paid life insurance along with both short- and long-term disability. Per an individual’s need, additional life, accident, critical illness benefits, and pet insurance, may also be elected.