Insurance Customer Service Representative Job Description
Insurance customer service representative provides direct supervision of Life licensed agents assigned to Insurance Field Offices (IFO); ensure compliance with firm policies/procedures and applicable regulatory requirements.
Insurance Customer Service Representative Duties & Responsibilities
To write an effective insurance customer service representative job description, begin by listing detailed duties, responsibilities and expectations. We have included insurance customer service representative job description templates that you can modify and use.
Sample responsibilities for this position include:
Act as on-line billing systems and agency portal website expert to provide proactive agency support assist co-workers in mastering these systems and sell their benefits to the agents
Follow policy terms and company philosophy to ensure satisfaction of customers
Process various requests on disability insurance policies which could involve putting policies on waivers, refund money, update beneficiary info, process name changes, process increases, cancelling policies
Handle most requests via email
Tracking mail and assigning it to a worker
Awareness of service level agreements but able to adjust to fluctuating workflows
Act as subject matter expert and hands on administration, complex cases and some escalations
Accountable for tracking and completion of work
Support to team members and able to share knowledge
Must have excellent letter writing skills
Insurance Customer Service Representative Qualifications
Qualifications for a job description may include education, certification, and experience.
Education for Insurance Customer Service Representative
Typically a job would require a certain level of education.
Employers hiring for the insurance customer service representative job most commonly would prefer for their future employee to have a relevant degree such as Associate and Bachelor's Degree in Business, Communications, Military, Education, Associates, Technical, Communication, Finance, English, French
Skills for Insurance Customer Service Representative
Desired skills for insurance customer service representative include:
Insurance industry and club insurance agency policies and procedures to provide efficient and professional customer service
Familiarity with products and resources of other AAA departments
Insurance field
Office procedures
Policies agency offers and supplemental direct market policies
AAA membership benefits and membership system
Business English
Commercial policy contracts/coverages
Dovetail products
Inpatient and outpatient hospital revenue cycle
Desired experience for insurance customer service representative includes:
Strong mathematical skills (an analytical math skills, processes does involve moving money within accounts, must have some sense of numbers)
Able to learn product and administration systems knowledge, both procedurally and processing abilities
Be approachable by staff requiring assistance with complex cases
Capable of in-depth understanding of the work, procedures and policies to apply when making decisions and policy changes and corresponding with agents and clients
Sound knowledge of impact, relationships to internal and external clients and the factors of how policy changes impacts each division
Excellent understanding of contractual procedures (products allow certain processes and some do not, a client will not know this and may ask for things that they are not entitled to, this will a be a learned skills on the job)
Insurance Customer Service Representative Examples
Insurance Customer Service Representative Job Description
Job Description Example
- Microsoft Word (.docx) .DOCX
- PDF Document (.pdf) .PDF
- Image File (.png) .PNG
Our innovative and growing company is looking to fill the role of insurance customer service representative. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for insurance customer service representative
- Processes daily internal & external mailbox inquiries
- Identify and analyze customer needs to ensure high customer satisfaction, growth and retention of business
- Maintains accurate data in appropriate systems in order to reflect account activity
- Coordinates all service requirements and client inquiries with primary responsibility for resolving client problems as they arise, including endorsements
- Responsible for identifying exposures and communicating additional coverage needs to customer
- Stays updated and properly executes upon newsflashes, new workflows and processes
- Obtains Producer License and maintains continuing education requirements
- Follows adherence standards according to the service level agreements of our agents
- Mentor and coach CSR's on day-to day workflows and demonstrate consultative selling skills to generate cross-sell opportunities
- Responds to customer service inquiries related to renewal and service activities requiring extensive client contact via email, fax and phone
Qualifications for insurance customer service representative
- Demonstrated proficient interpersonal communication skills
- Demonstrated ability to interpret, follow and apply standard policies, procedures and other established guidelines
- Proficient experience in Excel and Microsoft Office
- Ability to plan, organize one's time to be efficient
- Ability to maintain confidentiality with regard to customer information
- Educate customers on new and existing products, available services and resources
Insurance Customer Service Representative Job Description
Job Description Example
- Microsoft Word (.docx) .DOCX
- PDF Document (.pdf) .PDF
- Image File (.png) .PNG
Our growing company is looking to fill the role of insurance customer service representative. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for insurance customer service representative
- Understands and explains policy, coverage, billing and eligibility provisions related to individual customer circumstances
- Assist with cross-selling current clients, including identifying new revenue opportunities from additional lines of coverage and asking current policyholders for opportunities to quote additional lines
- Work with regional partners and other departments to resolve less complex and standard service issues
- Handle renewal process in the context of customer interaction
- Handle outgoing and incoming renewal documents
- Handle customer renewal enquiries and provide immediate alternative solutions for business retention
- Handle any customer complaint in relation to renewal
- Provide service for any related administrative support like cover note
- Maintain an up-to-date customer profile
- Make suggestions to improve customer satisfaction and operation workflow
Qualifications for insurance customer service representative
- Focus on customers and deliver excellent customer service
- Computer and telephone multi-�tasking
- Promote teamwork, achieve results and execute thoroughly
- Must be able to acquire and maintain valid Resident and Nonresident P&C licenses in all 50 states and continuing education as outlined by the resident insurance license
- Form 5 or above with minimum 2 years’ experience in insurance / finance industry preferably in call centre service
- Professional Qualification FLMI, ACII, AAII, ANZII added advantage
Insurance Customer Service Representative Job Description
Job Description Example
- Microsoft Word (.docx) .DOCX
- PDF Document (.pdf) .PDF
- Image File (.png) .PNG
Our growing company is hiring for an insurance customer service representative. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for insurance customer service representative
- Establishes and maintains a professional relationship with both external and internal customers while developing a thorough understanding of service needs
- Coordinates request activities with various departments to ensure efficient and quality service including but not limited to
- Completes basic research around customer queries and requests
- Routes requests and submissions using appropriate systems for assignment and resolution
- Clearly and professionally communicate often complex processes in concise and plain language
- Identify gaps in workflow and make recommendations around improving processes
- Gather information about producers relative to credentials for sales of insurance products and compensation
- Review producer inquiries, problems, requests and suggestions to determine appropriate solutions and/or responses
- Research and resolve commissions related errors
- Work with New Business to ensure accurate and timely processing of applications
Qualifications for insurance customer service representative
- Familiar with a wide range of personal insurance products
- Complaint handling skills
- Form 5 or above with minimum 2 years working experience in customer service or call center and insurance or finance field
- Professional Qualifications IIQE paper I & II is an advantage
- Familiar with a wide range of Life and General insurance products
- Knowledge of call center operation workflow and procedure
Insurance Customer Service Representative Job Description
Job Description Example
- Microsoft Word (.docx) .DOCX
- PDF Document (.pdf) .PDF
- Image File (.png) .PNG
Our company is looking for an insurance customer service representative. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for insurance customer service representative
- Provide extraordinary service through phone interactions with customers, focusing on resolving their requests
- Investigates locations of return premiums to expedite the process
- Process and route incoming calls
- Work in ACD call center environment
- Process Check-By-Phone using computer system
- Obtain information from customers regarding claims and accidents on some lines (Commercial Auto, Workers' Compensation, Liability, Property, Integrated Disability Management, Short-Term Disability, ) through a primary intake method (telephone reports, fax and other sources)
- Provide direct guidance and assistance to customers regarding processing procedures and explain how their inquiries will be answered if additional information is requested
- Monitor customer inquiries and/or problems, and alert management to potential problems
- Refer bodily injury and serious property damage cases to appropriate unit person
- Transmit reports and messages to branch offices and to state agency as required
Qualifications for insurance customer service representative
- Clear voice in friendly tone
- Polite, cheerful manner and willing to help
- Associate’s degree or equivalent plus at least 1 year of related commercial insurance experience
- Basic knowledge of commercial policies preferred
- Ability to clearly and professional communicate and express information both orally and in writing
- Personal computer skills are required for this role
Insurance Customer Service Representative Job Description
Job Description Example
- Microsoft Word (.docx) .DOCX
- PDF Document (.pdf) .PDF
- Image File (.png) .PNG
Our growing company is looking for an insurance customer service representative. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for insurance customer service representative
- Maintain logs, records and reports as required to ensure accurate information and reporting capabilities for customers
- May schedule appointments for claimants and policyholders
- Handles inbound telephone calls from multiple resources such as banks, lending institutions, and unit owners
- Provides customer support to borrowers, insurance agents/carriers, and bank representatives regarding insurance information for mortgages
- Updates accounts, initiates research, and educates callers regarding all lines of insurance coverage that apply to association policies
- Initiates outbound calls to insurance offices to obtain/verify information
- Prepares new business quotes, renewal quotes, policies, endorsements and ancillary lines documents
- Obtains ancillary lines insurance quotes to provide to insured
- Works directly with agents and other internal departments to facilitate binding of all policies for accounts
- Processes certificates of insurance as requested by lenders, banks, unit owners and all affiliated with a current insurance account
Qualifications for insurance customer service representative
- High integrity, strong work ethic, loves to learn, passionate about achieving great results
- Resourceful, well-organized, and creative
- Ability to work under deadlines and put in extra hours if needed
- Accountable for accuracy and timeliness of work product
- Premium Finance / Customer Service background preferred, but willing to train the right candidate
- High school diploma (or equivalent) and a 1-2 years of customer service or insurance experience preferred
