Description
Position at Tokio Marine HCC
Cyber Customer Experience Specialist
Do you enjoy creative problem-solving and working independently in a collaborative team environment?
We are looking for a Cyber Customer Experience Specialist who is a subject-matter expert, handling escalations for all customer requests, inquiries, and support for online platforms. This position reports to the Director of Cyber Incident Response.
The qualities of our ideal candidate:
- Independent and Self-motivated
- Detail-oriented and Outcome focused
- Creative solution-driven problem solver
- Strong interpersonal skills and a Collaborative team player
- Strong organizational skills and the ability to manage/prioritize effectively in a fast-paced environment.
Key Responsibilities
- Provides broker, agent and policyholder training, coaching and support for online platforms and resources.
- Receives high volume of incoming calls and emails pertaining to online platforms. Resolves inquiries for referrals, claim matters, and eligibility for agents, brokers and policyholders.
- Identifies and resolves potential escalations by communicating diplomatically, tactfully and with patience.
- Receives and responds to incoming potential customer calls for product questions, product recommendations, and quote requests.
- Fulfills requests for claim forms and/or applications for agents, brokers and policyholders.
- Uploads/Updates and is proficient with all website materials including, but not limited to, CTI (Cyber Threat Intelligence) news and alerts, articles, blog posts, policies and procedures, training programs, reports, etc.
- Curates and posts content for the customer portal
- Identifies requests pertaining to Underwriting, Cyber Threat Intelligence, Claims, Cyber Incident Response, Marketing, and IT and forwards to the appropriate department.
- Resolves product or service problems by identifying areas of concern and expediting correction or adjustment. Follow up to ensure resolution when needed.
Experience & Education
- High School or GED
- 5 Years of relevant and progressive experience in area of specialization. Insurance experience a plus
- Solid written and verbal communication skills with an emphasis on confidentiality, tact, and diplomacy; another Professional Liability product and underwriting experience is a plus.
- Advanced organizational and analytical skills; demonstrated ability to manage multiple tasks simultaneously
- Intermediate proficiency and experience using Microsoft Office package (Excel, Access, PowerPoint, Word)
Location: (Hybrid 2 days in the office if you reside within 50 mils from CPLG office)
California and New York Residents Only
For candidates working in person or remotely in the location, the reasonable pay range for this specific position is Encino, CA, $31.18 – $42.87 per hour; Mt. Kisco, NY $36.48 – $50.10 per hour. The salary offered for this specific position is based on a number of legitimate, non-discriminatory factors set by the Company. The Company is fully committed to ensuring equal pay opportunities for equal work regardless of color, race, sex, national origin, sexual orientation, gender identity, gender expression, religion, age, veteran status, disability, pregnancy, citizenship status, genetic information, or any other basis protected by federal, state, or local pay equity laws. The salary range is the range THMCC, in good faith, believes is the range of possible compensation for this role at the time of this posting. This range may be modified in the future, and actual compensation may vary from posting based on geographic location, work experience, education, and/or skill level. Even within the pay range, the actual compensation will vary depending on the above factors as well as market and business considerations.”
The Tokio Marine HCC Group of Companies offers a competitive salary and employee benefits package. We are a successful, dynamic organization experiencing rapid growth and are seeking an energetic and confident individual to join our team of professionals. The Tokio Marine HCC Group of Companies are equal-opportunity employers. Please visit www.tmhcc.com for more information about our companies.
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