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Customer Service Representative job

HUB InternationalTraverse City, MI
HUB International jobs




Job Description

DirectEmployers Association is a nonprofit HR consortium of leading global employers formed to improve labor market efficiency through the sharing of best practices, research and the development of technology. In accordance with its Corporate By-Laws, the business and affairs of the Association are managed by a Board of Directors consisting of member company representatives. Daily operations are managed by an Executive Director and operations staff at the direction of the President and Board of Directors. Officers are elected and goals and objectives are determined by member employers at DirectEmployers Association’s annual meeting scheduled in the fourth quarter of each year.

Job Description

About Specialty Program Group: Specialty Program Group (SPG) is the wholesale & MGA division of HUB International (5th Largest Global Broker). SPG acts in a holding company capacity acquiring best in class underwriting and specialty businesses to operate independently under distinct brands (portfolio companies).

About Global Marine: Global Marine Insurance Agency provides specialized insurance solutions to boat, yacht and marine business owners. Located on the shore of beautiful Grand Traverse Bay in Northwest Michigan, Global Marine Insurance was founded serving the insurance needs of boat owners, yacht owners, and the boating community. With over 75 years of combined experience in the industry, Global has earned a reputation for providing superior customer service and the best coverage to meet their clients' specific needs. Now affiliated with more A rated carriers than ever, Global has expanded their offerings to include private client services for home, recreational, and umbrella coverage.

Scope of Responsibilities:

Managing Inbound Calls

  • Receive inbound calls including transferred calls from current clients

  • Place outbound follow-up calls for various reasons or documents

  • Answer questions about the product details, the company, and issues with account for the clients.

  • Assist clients with any technical issues experienced with website and escalate any issues to management appropriately.

  • Perform account maintenance activities

  • Meet Quality Assurance Requirements and other key performance metrics.

  • Endorsements

    Process all endorsements, diary information, follow up if necessary, answer questions/concerns for client.


    Upon notification from Accounting that an account is past due, contact the insured via email for payment.

    Shop Markets

    Upon renewal, shop markets if necessary for price & coverage. Communicate with the producer, the client and the carrier.

    Other Administrative Tasks

    Perform other job duties as they may be assigned including but not limited to processing renewals, scanning data into Navigator, etc.

    Underwriting Guidelines

    Maintain a working knowledge of underwriting guidelines of multiple markets to properly service accounts.

    Position Requirements:

  • 2 years of insurance experience

  • Must have a P & C Insurance License

  • High School Degree or GED

  • Demonstrated strong decision-making ability

  • Excellent communication skills, both verbal and written

  • Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment

  • Flexibility with daily tasks

  • Fast and accurate typing skills

  • Goal oriented

  • Ability to learn and navigate new software quickly

  • Strong ability to organize and prioritize

  • Excellent listening skills and the ability to ask probing questions, understand concern, and overcome objections

  • Must possess a professional and friendly attitude and be able to quickly develop a rapport with clients over the phone

  • Proactive with a positive attitude

  • Watercraft knowledge and/or boating experience

  • Flexible work hours during the boating season

  • #LI-CM1

    Department Account Management & Service

    Required Experience: 2-5 years of relevant experience

    Required Travel: No Travel Required

    Required Education: High school or equivalent

    HUB International Limited is an equal opportunity and affirmative action employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations. The EEO is the Law poster and its supplement is available here at http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm .

    EEOAA Policy at https://hubinternational.jobs/eeo/

    E-Verify Program at https://hubinternational.jobs/e-verify/

    We endeavor to make this website accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the US Recruiting Team toll-free at (844) 300-9193 or USRecruiting@hubinternational.com . This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.

    Online: https://nlx.jobsyn.org/cd2dc7aa879f40db8ad25515a843d368151

    Estimated annual salary


    • Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
    • Check to ensure that appropriate changes were made to resolve customers' problems.
    • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
    • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.


    • Reading ComprehensionUnderstanding written sentences and paragraphs in work related documents.
    • Active ListeningGiving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
    • SpeakingTalking to others to convey information effectively.
    • Critical ThinkingUsing logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.


    • ClericalKnowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
    • Customer and Personal ServiceKnowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
    • Computers and ElectronicsKnowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
    • English LanguageKnowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

    HUB International


    Company - Private




    $1B to 2B


    Chicago, IL






    Martin P. Hughes

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