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Agency Helpdesk Associate


This is a Full-time position in Worcester, MA posted April 7, 2021.

Agency Helpdesk Associate**job details:**+ location:Worcester, MA+ salary:$17 per hour+ date posted:Monday, March 22, 2021+ experience:Entry Level+ job type:Temp to Perm+ industry:Finance and Insurance+ reference:S_877610+ questions:ashley.earnest@randstadusa.com800-9228246**job description**Agency Helpdesk AssociateRandstad in partnership with The Hanover Insurance Group are actively hiring multiple Agency Helpdesk Associates to join their Commercial Lines Customer Service Center team on a long term contract, located at their corporate office in Worcester, MA.

The Hanover Insurance Group is an industry leading Property & Casualty Insurance Co.

with over 160 years of rich history and tradition.

Recognized as One of Americas Top Employers (Forbes) and A Best Places to Work (Business Insurance) The Hanover Insurance offers a collaborative environment that fosters development and growth.Whats in it For You?
– Career Development: Long term contract with Randstad and the potential for converting to full time employment with Hanover.

Offering comprehensive job training and continued mentorship ongoing.
– Compensation: $17.00/hour; averaging 38.75 hours per week
– Flexible Schedule: Monday-Friday 8:00am
– 4:30pm (during training for the first 9 weeks); Monday-Friday between 12:00pm
– 9:00pm you will be assigned into this shift (after training) averaging 38.75 hours/week.

Shift bid capabilities after 6 months.
– Benefits: Yes, Randstad offers major medical insurance, dental and visionResponsibilities:-Answers and responds to telephone and email inquiries, requests for changes and information, and written correspondence received from customers/agents using established guidelines and techniques.-Accurately relays information regarding coverage and rates using established underwriting guidelines including reinstatements.-Provides agent direction and assistance in utilizing available on-line tools including: underwriting rate and rule manuals, TAP, and other on-line customer facing resources.

Also includes entry and quoting assistance in the Commercial Lines Point-of-sale system.

Actively shares ideas and improvements that could be made to these resources to help achieve the ???ease of doing business???

with Hanover.-Provides technical direction and assistance to agents regarding password resets, resending uploads and downloads, checking Java PC settings, troubleshooting premium discrepancies and system errors.

Also, will appropriately escalate more complex technical issues for resolution.Working hours: 12:30 PM
– 9:00 PMSkills:-Researches/reconciles discrepancies in direct billing records such as misapplied payments, legal collections and EFT; makes policy payment plan changes as necessary.-Tracks transaction history (phone, processing, follow-up) through proper documentation using call tracking systems and established guidelines.-May act as a “go to” person for his/her peers to offer guidance and information to help resolve all requests and complaints.-Handles assist calls by providing training and support to new hires and peers.-Is instrumental in the success of new hires/peers by acting as a mentor by explaining procedures and displaying a positive work ethic.-Effectively handles escalated phone calls by diffusing negative situations and resolving issues in a timely and effective manner.Education:High SchoolExperience:Entry LevelQualifications:-Must be able to start out working remotely, then plan to return to office in the future.-High School Diploma required, continuing education preferred.-Previous call center experience required.-Proficient in computer applications.-1+ years of Customer Service, Call Center, Data Entry experience; Insurance experience preferred.-Ability to use a personal computer and other standard office equipment.-Ability to work in a fast paced or dynamic environment.-Ability to sit and/or stand for extended periods.Please apply directly with a copy of your up to date resume.Randstad is a world leader in matching great people with great companies.

Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company.

Whether you’re looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.

EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.