Customer Service Professional - Insurance at Dialog Direct in Highland Park, Michigan

Job Description:

Dialog Direct, a Qualfon Company, is hiring Licensed Insurance Professionals that hold either a Property and Casualty or Personal Lines Insurance License.  Insurance Professionals field inbound communication from our client’s members. The focus of this role is to provide outstanding support to existing members of a major Insurance provider.    

If you do not have an Active Property & Casualty or Personal Lines License, you can apply for our Pre-Licensing Training Program. Pre-Licensing Training is paid at $18/hr. Once you complete the program, pass the State Exam, and start our Client Training, you will receive $23.50/hr.

Hourly pay rate – $23.50 (18/hr for Pre-Licensing Training Program)

Training Hours – 9am-6pm EST Monday-Friday

Production Hours – 11am – 7pm Monday – Friday & 9am – 9pm on Saturdays

This position is located onsite at our Headquarters in Highland Park, MI.

Our Mission:

Dialog Direct, a Qualfon company, is on a mission to help as many individuals as possible pursue their total vocation, create and an ever-growing number of career development opportunities, and be the partner of choice for all our clients.

• Further your education and earn a college degree through our Qualfon University scholarship program
• FREE access to personal and professional support through the Qualfon Care Coaches’ program
• Medical, dental benefits, vision, and life & accident insurance for full-time employees
• Competitive wages
• Opportunities to earn additional income through incentives
• Paid time off
• Onsite gym and cafeteria
• We lead by example to ensure our amazing team members and supervisors embrace and live the Qualfon Mission & Values
• Qualfon/Dialog Direct is dedicated to ensuring all team members have Fun@Work!

What you will be doing:

• In this position, you will field inbound communication (phone, email, chat, social media, etc) from our client’s members regarding their insurance needs. No cold calling.
• Utilize knowledge of personal lines insurance help members with quotes, new business, rating, policy, billing, payment, underwriting, contract and coverage provisions, and premium changes.
• Begin by thoroughly understanding the customer's need. This may involve asking clarifying questions to gather more information. Utilize resources to conduct research and present the customer with a resolution.
• Understand members’ life events that may offer sales cues
• Correspond with customers, clients, insurance carriers and internal sources to provide coverage information and policy recommendations
• Responsible for execution of various client service transactions including policy endorsements, certificates, binders, cancellations or other tasks
• Complete carrier certifications to receive “Ready to Sell Status” for several insurance providers
• Adhere to performance metrics and quality standards
• Our Representatives are experts in recommending excellent solutions and proactively creating a relationship for additional sales

Required Skills:

• Active Michigan Resident Property and Casualty or Personal Lines License
• If you do not have an Active P&C or Personal Lines License, we will provide paid Pre-Licensing Training Program - must pass State Exam prior to Client Training.  
• Minimum 6 months of customer service experience required
• 1 year of call center experience is strongly preferred
• High School diploma or GED required; college degree preferred
• Veterans and their family members are encouraged to apply
• Strong written and verbal communication skills
• Professional, articulate voice and listening skills
• Maintain member privacy
• Internet & research skills: ability to research and quickly become an expert in a variety of subjects.
• Computer savvy and can resolve minor technical issues with minimal assistance
• Typing 25 words per minute with 90% accuracy
• Ability to critically think through situations and solutions
• Enjoy working in a fast-paced, and at times, hectic environment while maintaining a professional attitude
• Self-motivated and able to work independently and adhere to assigned schedule with minimal assistance
• At ease with multi-tasking in several computer applications at once while holding a conversation with a customer