Customer Advocacy Service Representative

Company Summary

Taking care of our customers, our communities and each other. That's the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 160 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.

Job CategoryCustomer Experience

Target Openings1

Job Description SummaryUnder moderate supervision, the Customer Advocacy Representative resolves and facilitates escalated and complex service issues from customers, agents and other third parties relative to any aspect of their interactions with Travelers. Representatives engage with individuals via phone, email, web and social media channels and must possess broad knowledge of Travelers operations, products, service, processes and digital capabilities and are required to work with various individuals and departments across Travelers. They are required to take ownership of each interaction ensuring appropriate action & review. They must recognize and understand potential brand reputational risks and develops engagement approaches that balance customer need and minimize reputational risk. This job does not supervise others.Primary Job Duties & Responsibilities

• Defuse escalated and/or complex customer issues, which may be contentious at times; probing to understand the underlying issue while maintaining a strong situational awareness.

• Make decisions starting from position of customer advocacy while balancing risk, profitability and reputational impact.

• Consistently deliver exceptional customer experience to customers, agent, claimants and other third parties by professionally answering inquiries and service escalations received via phone, web and social media.

• Remain accountable to resolution; proactively drive and follow up on status until completion.

• Provide and communicate personalized solutions balancing outside in and inside out viewpoints.

• Effectively interact with multiple levels of the organization; summarizing situations and articulating possible solutions.

• Develop and deliver appropriate responses within legal and governance guidelines.

• Employ a solid command and understanding of Traveler products, services and organization functions to ensure appropriate customer resolution.

• Recognize, identify and elevate broader service issues/trends, troubleshoot system interface i.e. IVR, phone, web.

Minimum Qualifications

• High School Diploma or GED required.

• Solid communication/telephone/keyboard/professional computer skills (35 WPM required)Operates standard office equipment (Frequency).

• Sitting (Can stand at will) (Frequency).

• Use of Keyboards, Sporadic 10-Key (Frequency).

Education, Work Experience, & Knowledge

• Three to five years customer service experience preferred.

• Knowledge in Financial Service or Insurance industry preferred.

• College degree preferred.

• Superior verbal and written communication skills preferred

• Ability to think critically, and make decisions based on variety of data preferred.

• Ability to defuse conflict situations preferred

• Ability to develop relationships, credibility and rapport with Customer and Colleagues preferred.

• Ability to work well in a team environment (in the office or virtually) preferred.

• Understand how to use a variety of Social Media platforms (example: Facebook & Twitter) preferred.

Licensing or Certificates

• None at this time

Job Specific Technical Skills & Competencies

• Superior verbal and written communication skills

• Ability to identify customer needs and offer solutions.

• Ability to be proactive in decision making and problem solving.

• Demonstrated highly effective customer advocacy skills.

• Possesses positive and engaging telephonic presence.

• Ability to multitask

• Proficient with computer technology

• Ability to follow directions and escalate situations as appropriate to leadership.

• Understand how to use a variety of Social Media platforms

• Able to develop situation appropriate engagement strategies

Employment Practices

Travelers is an equal opportunity employer. We value the unique abilities and talents each individual brings to our organization and recognize that we benefit in numerous ways from our differences.

If you have questions regarding the physical requirements of this role, please send us an email so we may assist you.

Travelers reserves the right to fill this position at a level above or below the level included in this posting.

• Travelers has 30,000 employees in the United States, Canada, the United Kingdom, Ireland and Brazil. >> Explore life at Travelers.

• We have 8 diversity networks, employee-led organizations dedicated to fostering the development and success of our employees. >> Discover diversity and inclusion.

• Employees and their eligible family members - including spouses, domestic partners and children - are eligible for coverage from the first day of employment. >> Explore benefits.

• Travelers has been recognized by organizations such as Forbes, Human Rights Campaign Foundation, and Military Times. >> Read more about recognition.

• Our employees are valuable assets to their hometowns, giving more than 100,000 hours of their time toward important causes each year. >> Learn about community involvement.

• Imagine other opportunities here.