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PL Ops Service Center - Senior ISP

For more than 160 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, ESG initiatives and IDE journey.

The PL Operations Service Center is looking for a licensed Sr. ISP to join their team. This is a full time, non-exempt role. This position is either fully remote or has working in office opportunity.

POSITION OVERVIEW: The successful candidate in this role has a Property and Casualty license and has the ability to service, cross sell and up sell in multiple states. They must have the ability to perform multiple tasks, including answering simple to complex customer inquiries, effectively resolving escalated and/or complicated customer concerns, process policy and billing changes, research and communicate underwriting guidelines and coverage requirements to agents and insured’s. The person in this role will assist with the coaching and development of his/her peers by mentoring and training.

IN THIS ROLE, YOU WILL:
• Must have and maintain appropriate state license(s) and continuing education credits.
• Ability to handle all calls and make appropriate decision or take appropriate action with minimal assistance needed from other team members or departments.
• Counsels, educates and provides accurate insurance advice through research and resolving problems. Accurately relay information and make simple to very complex and involved decisions regarding coverage’s and rates using established underwriting guidelines, procedures and philosophy for multiple states.
• Ability to interpret and verify coverage’s and data.
• Must use established guidelines and techniques such as timeliness, quality and effectiveness to respond to all inquiries.
• Recommend and sell additional or increased coverage in appropriate situations and within specified carrier guidelines. Provide insurance quotes to policyholders as required.
• Review incoming written correspondence, request additional details when needed and draft written communications in response to service requests received from customers
• Process policy change and policy issuance transactions online, received through various channels within specified guidelines; makes policy payment plan changes as necessary with minimal assistance Responsible to follow through on all billing adjustments and changes to achieve customer (agent or insured) satisfaction.
• Recommend changes in systems/procedures/workflow to gain process efficiencies and meet changing customer needs
• May perform other duties as required
• Meet or exceed cross and upsell sales goals, support company sponsored sales incentive programs
• Mentor to team members for product positioning and sales techniques
• Instrumental in the success of new hires/peers by acting as a mentor by explaining procedures and displaying a positive work ethic.

WHAT YOU NEED TO APPLY:
• Bachelor’s Degree or equivalent experience.
• Typically has 3 to 6 years’ experience
• Must possess a Property & Casualty License
• Possesses strong customer service skills and behaviors
• Possess excellent sales skills
• Effective in cultivating strong business relationships through a clear focus on internal and external customers able to overcome obstacles, to be flexible and find common ground for a resolution.
• Exhibits, positive attitude and patience when communicating with customers
• Takes ownership of issues and thrives on coming to an agreeable resolution.
• Makes decisions in an informed, confident and timely manner
• Strong organizational and time management skills
• Demonstrates strong written and verbal communication skills overall an effective communicator that can effectively influence and persuade others.
• Thinks critically and anticipates, recognizes, identifies and develops solutions to problems in a timely manner.
• Easily adapts to new or different changing situations, requirements or priorities.
• Cultivates an environment of teamwork and collaboration
• Computer experience (MS Office, excel, word, etc.)
• Proficient using company systems (i.e. we need to input examples etc.)
• Works under minimal supervision. PL OPS Core Competencies
• Problem Solving/Judgment - Thinks critically and anticipates, recognizes, identifies, and develops solutions to problems in a timely manner.
• Consultative - Uses professional or technical expertise to advise intervene, and/or influence a customer 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.
• 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 the Personal Lines Business including product offerings, financial position, distribution channels and service strategies.

Physical demands & work environment:
• Ability to use a personal computer and other standard office equipment
• Ability to travel as necessary
• Ability to sit and/or stand for extended periods

CAREER DEVELOPMENT:
It’s not just a job, it’s a career, and we are here to support you every step of the way. We want you to be successful and fulfilled. Through on-the-job experiences, personalized coaching and our robust learning and development programs, we encourage you – at every level – to grow and develop.
 
BENEFITS:
We offer comprehensive benefits to help you be healthy, build financial security, and balance work and home life. At The Hanover, you’ll enjoy what you do and have the support you need to succeed.
 
Benefits include:
  • Medical, dental, vision, life, and disability insurance
  • 401K with a company match
  • Tuition reimbursement
  • PTO
  • Company paid holidays
  • Flexible work arrangements
  • Cultural Awareness Day in support of IDE
  • On-site medical/wellness center (Worcester only)
  • Click here for the full list of Benefits
 
Vaccination Status:
Hanover has enacted policies and protocols throughout the COVID-19 pandemic to promote employee health and safety. To that end, all employees are expected to provide true and accurate information regarding their vaccine status, and when requested, employees are expected to provide proof of such status. Hanover recognizes employee privacy concerns and only provides vaccine status information on a need-to-know basis. The Hanover complies with all federal, state and local laws, and with respect to such laws related to COVID-19 health and safety, it is typical for there to be a distinction in compliance obligations between vaccinated and unvaccinated individuals. Therefore, various Hanover policies and requirements are connected to vaccine status, including but not limited to, the company’s Facial Coverings and Social Distancing policy. Employees declining to provide information related to their vaccine status, will be considered unvaccinated or not fully vaccinated for the purposes of The Hanover’s COVID-19 health and safety policies and protocols.

Please be advised that while Hanover does not expect to institute a vaccine mandate at this time, Hanover encourages employees to get vaccinated and boosted, and provides paid time off to both obtain and recover from the vaccine(s) and booster(s).
 
EEO statement:
The Hanover values diversity in the workplace and among our customers. The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.  

Furthermore, The Hanover Insurance Group is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law.” 

As an equal opportunity employer, Hanover does not discriminate against qualified individuals with disabilities. Individuals with disabilities who wish to request a reasonable accommodation to participate in the job application or interview process, or to perform essential job functions, should contact us at: HRServices@hanover.com and include the link of the job posting in which you are interested.