Customer Service Analyst I - NIPR

About the job

The National Insurance Producer Registry (NIPR), an affiliate of the National Association of Insurance Commissioners (NAIC), is seeking a dedicated individual for the role of Account Manager. This is an exciting opportunity for someone who enjoys working in a stable organization that supports the public good and makes a difference every day. NIPR is a not-for-profit technology company that provides cost-effective, streamlined, and uniform licensing data and compliance services for insurance professionals. Together with the NAIC and the insurance industry, NIPR protects and serves insurance consumers. We are a licensing and compliance resource for insurance professionals, providing expertise, agile technical solutions, innovative tools, and data to support the changing needs of state regulators and the insurance industry.

The ideal candidate for the Customer Service Analyst I position must have excellent communication and customer service skills and the ability to build lasting relationships with those we serve. NIPR's office is in Kansas City, Missouri. This is a full-time position which will allow a person to work remotely within the United States.

Responsibilities include:

• Provides first-level technical support of NIPR software applications, data, products, and services to state regulators, insurance producers, insurance company representatives, and NIPR staff.
• Communicates professionally utilizing written and verbal communication to state regulators, insurance producers, insurance company representatives, and NIPR, NAIC staff.
• Documents electronic records of service requests.
• Provides customer support for NIPR software applications, data, products, and services to all NIPR customers, including NIPR Contract Customers, Individual producers or adjusters, state regulators, insurance company representatives, and NIPR or NAIC staff.
• User access and administration.

Skills and experience:

Applications/Software:

• Basic working knowledge of the use of computers and computer software for e-mail and internet browsing is required.

Customer Service Skills:

• Demonstrated or verifiable ability to accept, process, and follow through tactfully on inquiries, issues, or complaints from identified users is required, as well as the ability to escalate and involve management on customer service issues when required.
• Ability to have reached or to quickly reach a level enabling the analyst to resolve service requests with minimal referrals to other second level NIPR support staff.
• Ability to follow up with appropriate NIPR resources on outstanding open service requests to provide timely and accurate resolutions.

Communication Skills:

• Ability to read, write and interpret documents such as reports, procedural manuals, policies, instructions, and business correspondence/memos.
• Ability to effectively communicate with customers and fellow employees at all levels.
• Excellent verbal and written communication skills.
• High level of attentiveness to detail.

Minimum education and/or experience required:

• Associate's degree (A.A.) or equivalent from a two-year college or technical school; or six months to one year face-to-face or telephone Customer Service experience is required.
• Insurance experience working for an agency or related.
• A minimum of one year of call center experience is required.

Preferred experience:

• Experience using Help Desk Reporting Software.
• Experience working and receiving training remotely/virtually.