(Canton, MA)
OneBeacon blends a 175+ year history and financial strength with an opportunistic and dynamic culture. Our “think like owners” mindset is reinforced through true pay for performance featuring an ESOP, incentive plans and competitive base pay and benefits. Our entrepreneurial spirit showcases our employees’ deep expertise and nimble approach. This hallmark OneBeacon style uniquely positions us within the property-casualty insurance industry.
OneBeacon Insurance Group’s underwriting companies offer a range of specialty and segmented commercial and personal insurance products sold through select independent agents, regional and national brokers, and wholesalers. As one of the oldest property and casualty insurers in the United States, OneBeacon traces its roots to 1831 and the Potomac Fire Insurance Company. Today, OneBeacon’s U.S. headquarters is in Canton, Massachusetts. The company is publicly traded on the New York Stock Exchange under the symbol “OB”.
We currently have an opening for a Customer Support Associate to join our IT team in Canton, MA. This position can work from the office or working remotely from home. Our Customer Service Associates provide solutions to user problems of an intermediate nature to ensure customer satisfaction and productivity. Position includes independently handling all tier 1 calls and working with programmers, developers and/or desktop/network engineers if necessary to resolve tier 2 calls.
Responsibilities:
1) Research, resolve and respond to questions received via telephone calls, emails, faxes, or callbacks.
2) Provide insurance and/or technical advice, guidance and informal training to Agent and Employee customers using hardware and software programs.
3) Troubleshoot and restore technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures.
Acquire and maintain knowledge of Commercial, Personal and Claims insurance and technical products, current support policies, and methods of support delivery, in order to provide accurate insurance product solutions to users.
4) Manage the resolution of user issues among support departments to ensure timely distribution of knowledge and positive impact on customer satisfaction and productivity.
5) Maintain up-to-date documentation of problems via the problem tracking system and records of inquiries.
6) Assist in the development providing insurance and/or technical training and coaching, and acts a mentor to other support employees.
7) Assist with various projects through defining work deliverables, monitoring work progress, communication work status and managing interdependencies.
Assist with work priorities, meet deadlines, and adheres to standards, policies and procedures.
Requirements:
Intermediate knowledge of Personal, Commercial or Claims insurance products and/or Windows XP; Microsoft Office Suite and data profiling tools. Must be able to diagnose, analyze, and solve complex problems. Ability to work independently and under tight deadlines is essential. Excellent interpersonal and communication skills. General Insurance knowledge is strongly preferred.Proficient in premium and loss data capture, profiling and delivery mechanisms and insurance data and definitions.
Education & Experience:
Bachelor degree preferred. The ideal candidate will have 3 - 5 years of strong customer service, listening, written and communication experience. Knowledge of Property and Casualty insurance experience strongly preferred.
*Ability to work in a rotating shift environment. (Hours of operations - Monday through Friday, 7am - 7pm Saturday 9am - 12pm (Eastern Time)
TO APPLY: Please visit www.onebeacon.com and reference job code # 36384
