F&I Customer Support Consultant

F&I Customer Support Consultant

Zurich is seeking an F&I Customer Support Associate or Consultant to join our Finance & Insurance (F&I) team. This remote role involves providing high quality support to our agents, brokers, customers, and partners through phone and electronic communication, ensuring exceptional service and resolution of inquiries. Under direct supervision, the Customer Support Associate will be responsible for handling non-routine telephone and electronic inquiries from the organization's agents, brokers, insureds, regulators, customers, claimants, and prospective customers. The focus is on delivering excellent customer service by addressing inquiries accurately and efficiently. The Customer Support Consultant will manage a high volume of telephone and electronic inquiries from the organization's agents, brokers, insureds, customers, claimants, and prospective customers. This role often involves extensive research to resolve complex issues, ensuring a high standard of customer service and satisfaction. Must be willing to work Monday through Friday between the hours of 7:30am - 7:30pm CST (shift-based scheduling), with occasional Saturday and/or overtime as required. In this role, a Customer Support employee will be responsible for:

• Research and respond to telephone and electronic inquiries from customers.
• Enter inquiry data into tracking system.
• Prepare Agent Broker Referrals to prospective customers (identify and provide a list of four agents in customer's vicinity).
• Locate claims office staff for insureds and other parties calling to report claims.
• Identify appropriate business or marketing reps for agents seeking appointments.
• Investigate and route complaints from national/local insurance regulators and consumer to appropriate office for resolution.

Basic Qualifications:

• Bachelor's Degree and no prior experience required in the Customer Service area.
• OR High School Diploma or Equivalent and 3 or more years of experience in the Customer Service area.
• AND Experience with Microsoft Office preferred.

Preferred Qualifications:

• Minimum of 6 months of call center experience.
• Proven ability to multitask across multiple applications and systems.
• Comfortable working with various platforms and multiple monitors simultaneously.
• Proficient with Microsoft Office Suite (Word, Excel, Outlook, etc.).
• Experience in the finance, automotive, or auto dealership industry.
• Strong team collaboration and interpersonal skills.
• Excellent written and verbal communication skills.
• Highly detail oriented with strong organizational abilities.
• Self-sufficient and proactive in task management.
• Skilled in effective resolution and customer support.

At Zurich, compensation for roles is influenced by a variety of factors, including but not limited to the specific office location, role, skill set, and level of experience. In compliance with local laws, Zurich commits to providing a fair and reasonable compensation range for each role. The proposed hourly rate for this position is $18.17 - $25.05, with short-term incentive bonus eligibility set at 5%.

Zurich in North America is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.