Description:
Who are we?
Western National Insurance Group is a private mutual insurance company with over 120 years of experience serving policyholders' property-and-casualty insurance needs in the Midwestern, Northwestern, and Southwestern United States. Known as “The Relationship Company®,” we have always defined success as a measure of the relationships we’ve built over time. In everything that we do, we know that delivering a friendly and helpful interaction makes for a better experience for everyone involved. That’s the power of “nice”. At Western National, nice is something we work to bring to every person and organization with whom we partner and serve.
Does this opportunity interest you?
Western National is seeking a Customer Relationship Specialist to join our team!
The individual in this role will have the opportunity to provide prompt, professional, and courteous customer service through multiple communication channels, reinforcing our commitment as “The Relationship Company”.
What are the responsibilities and opportunities of this role?
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Responds to and answers agent and customer inquiries, providing a positive and memorable customer experience as well as “one and done” service whenever possible.
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Maintains accurate records of inquiries and actions.
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Seeks relevant information and answers to key questions from defined sources.
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Is closely supervised on non-routine issues and tasks.
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Documents interactions and provides feedback to manager on recurring issues.
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Recognizes similar problems to past experiences and precedents.
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Chooses from established alternative approaches to find a solution.
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Consistently acts according to our customer experience standards, including:
- Maintaining a positive attitude
- Responding quickly
- Building rapport
- Demonstrating empathy
- Managing the customer’s expectations
- Using the proper communication channel for the situation
- Taking ownership to ensure the customer’s issue is resolved
Requirements:
What are the must-have qualifications for a candidate?
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Passion for customer service excellence.
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Strong relationship-building and interpersonal skills.
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Ability to learn and work concurrently across multiple systems.
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Ability to understand the customer’s perspective and empathize.
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Proactive approach to problem solving.
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Ability to prioritize and organize.
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High school diploma or equivalent or relevant experience in lieu of educational requirement.
What will our ideal candidate have?
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Proficient use of various core systems, office and computer equipment, and software packages.
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Previous property-and-casualty insurance industry experience.
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Knowledge of personal lines and/or commercial lines coverage and policies.
Compensation overview
The full hiring range for this role is $22.30 - $31.20 per hour. However, the base pay offered may vary depending on the job-related knowledge, skills, credentials, and experience of each candidate as well as other factors such as the scope and location of the role. Candidates looking for compensation outside of the posted range are encouraged to apply and will be considered based on their individual qualifications and/or may be considered for other positions.
Culture and Total Rewards
Western National has long been known as “The Relationship Company®”, and caring for our employees is part of that relationship commitment. We value connectiveness, empowerment, and accountability, and we believe that our employees are our biggest assets. Nearly half of our employees choose to stay at Western National for ten years or more!
Currently ranked as the 41st largest private company by revenue in Minnesota (Minneapolis-St. Paul Business Journal), Western National has earned accolades year-over-year as an employer of choice and garnered multiple awards for wellness in the workplace. Western National was also named a Star Tribune Top Workplace in 2021, 2022 and 2023. In addition, the Group is consistently recognized as a Ward’s 50 property-and-casualty insurance company for its outstanding financial results.
Western National offers full time employees a significant Total Rewards Package, including:
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Medical insurance Plan options and other standard employee benefits, including dental insurance, vision benefits, life insurance, disability insurance, and more!
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Health Savings Accounts (HSA) and Flex Spending Accounts (FSA)
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401(k) Plan (plus company match)
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Wellbeing Program, including onsite fitness studio
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Time Off – including vacation, volunteer, and holiday pay
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100% company-paid tuition reimbursement for approved job-relevant coursework and access to The Institutes (Risk & Insurance Education)
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Paid parental leave
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Bonus opportunities
Western National believes in supporting balance between work and life by providing a flexible work environment, with includes a variety of hybrid and remote work arrangements designed to balance individual, job, department, and company needs.
Western National provides employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.