Customer Service Representative (Property And Casualty)

Job Summary:

Deliver quality Customer Service by answering inbound calls or chats from clients and/or agents for all personal lines insurance policies including (but not limited to) answering policy questions, endorsement changes, cancellation requests, policy payments/billing questions, providing requested documentation.

Duties and Responsibilities:

• Diagnose customer requests at a foundational level, provide solutions and use a structured thought process to achieve results while balancing customers’ needs with company/carrier guidelines.
• Manage call metrics which include (but not limited to) call quality, average handle time, availability, hold times, as set by department standards.
• Prioritizes and manages workflow to ensure efficient, timely, and accurate process of transactions while adhering to the standard operating procedures.
• Develops successful customer relationships via the telephone and/or chat and ensures the highest level of Customer Service.
• Takes ownership of each call, handling until resolution is reached; includes follow-up as necessary to ensure the actions promised to caller are completed.
• Utilizes knowledge of automated systems to review and issue non-premium bearing endorsements as well as answer questions, document conversations and document files.
• Requests additional documentation necessary for the processing of endorsements and cancellations.
• Communicates effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.
• Reviews, organizes, and forwards information to other areas for handling or consideration.
• Assists agents with policy related questions and assists agents with system related questions.

Education and Experience:

• Associate or bachelor’s degree from a four-year college or university, business degree preferred; or two (2) to four (4) years Agency experience in Personal Lines including homeowners and other lines; or equivalent combination of education and experience.
• Must have thorough knowledge of Property/Casualty Insurance operations and policy elements.
• Active 2-20 or 4-40 licenses are preferred, or the ability to obtain such within time frame established by the company.

Work Environment:

• Requires working indoors in environmentally controlled conditions.
• Job tasks are performed in close physical proximity to other people.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The noise level in the work environment is usually moderate.

Physical Requirements:

• While performing the duties of this job, the employee is frequently required to hear; sit for extended periods of time.
• The employee must occasionally lift and/or move up to 15 pounds.
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Job Type: Full-time

Pay: From $18.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance
• Work from home

Experience level:

• 2 years
• 3 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid work

Application Question(s):

• Do you have 2-3 years of experience in Property and Casualty insurance?
• Do you have 2-3 years of experience in Customer Service?

Work Location: Hybrid remote in Austin, TX 78705