Customer Service Representative

We are seeking a motivated individual to join our Mutual Capital Services team

The successful candidate is responsible for some or all the functions covering reception, printing, mailing, billing support, new loss support and will work from the corporate office in Wyalusing, Pennsylvania.

What You'll Do

• Customer Support: Provide courteous and knowledgeable assistance to policy holders, agents, and other stakeholders via phone, email, and other communication channels.
• Policy & Claim Maintenance: Process phone payments, pay plan changes, initial claim reporting, claims status, billing inquiries, and policy cancellations.
• Documentation and Recordkeeping: Maintain accurate records of customer interactions, transactions, and inquiries in our agency management system (AMS). Ensure compliance with data protection regulations and company policies.
• Complaint Resolution: Address and resolve customer complaints and escalations in a professional and empathetic manner.
• Mail Handling and Distribution: Sort and distribute incoming mail and packages to appropriate departments and personnel. Prepare and process outgoing mail, including sorting, weighing and affixing postage. Ensure timely and accurate delivery of mail within the organization.
• Administrative Support: Assist with the preparation and distribution of bulk mailings, including printing, folding and stuffing envelopes. Support other administrative tasks as needed, such as data entry.
• Equipment and Supplies Management: Operate and maintain mailroom equipment, including postage meters, scanners, printers and mail inserter. Monitor and replenish mailroom supplies, such as paper, envelopes, labels, and postage.
• Compliance and Document Security: Adhere to company policies and procedures for mail handling and distribution. Ensure the confidentiality and security of sensitive documents and packages.
• Continuous Improvement: Proactively identify process improvements and opportunities to enhance the customer experience. Provide feedback to management on customer trends, common issues, and areas for improvement.
• Leadership skills.

What We Are Looking For

• High School diploma or equivalency.
• Previous experience in customer service is a plus.
• Strong communication skills (verbal and written) and interpersonal skills.
• Ability to analyze situations and make reasonable judgements.
• Knowledge of phone systems, Microsoft OfficeSuiteand other relevant applications.
• Ability to multitask, prioritize, and manage time effectively.
• Detail-oriented with a commitment to accuracy and quality.
• Ability to perform basic mathematical operations.
• Familiarity with postal regulations and courier services is a plus.
• Ability to work independently and as part of a team.
• Willingness to obtain relevant insurance education as required.
• Ability to lift and move packages up to 20 pounds.

Benefits

• Paid Time Off
• Paid holidays – 7 per year
• Paid Employee STD/LTD/Life/AD&D
• Health Insurance Options- Medical, Dental, Vision
• Corporate Funded Retirement Plan/401k
• Corporate Bonus Program
• Strong Continuing Education Assistance with Program Completion Bonus Structure

The position may be filled at either an entry or skilled level, commensurate with experience.

Only those candidates selected for an interview will be contacted.

Mutual Capital Services, Inc., is a division of Mutual Capital Group, Inc.

The Mutual Capital Group, Inc. companies include Mutual Capital Holdings, Inc., Mutual Capital Analytics, Inc., Mutual Capital Investment Fund, LP, Tuscarora Wayne Mutual Foundation, Tuscarora Wayne Insurance Company, Keystone National Insurance Company, Lebanon Valley Insurance Company, Glacier Auto Insurance Company, and Glacier Insurance Agency, Inc.

We are an equal opportunity employer. Applicants are considered for positions without regard to veteran/military status, race, color, religion, sex/gender, national origin, ancestry, age, disability, genetic information, pregnancy (including childbirth, lactation, and related medical conditions), alienage or citizenship status, sexual orientation, gender identity or expression, or any other category protected by applicable federal, state, or local laws. EOE

Monday - Friday, 8 am - 4:30 pm, 1 hour lunch
7.5 hours per day, 37.5 hours per week