Underwriting Customer Service Representative

Summary of Position

Evaluate and process applications and endorsements for insurance. Use knowledge and independent judgment to determine eligibility of risks when compared to guidelines of programs available. Respond to requests from brokers and policyholders received via telephone, fax, and mail. Handle incoming calls from brokers/customers regarding policy inquiries customer service calls in a fast paced call center environment.

Essential Job Requirements

Call Center

• Manage large amounts of inbound and outbound calls in a timely manner
• Follow call center scripts when handling different topics
• Take required information from caller to process payments and apply to customer accounts
• Take required information from caller to enter information efficiently and accurately into system applications
• Identify caller’s needs, clarify information, research every issue, provide solutions and escalate unresolved problems
• Upsell programs, products and services using customer service techniques and product information to retain business.
• Recognize, document and alert management of trends in customer service calls.

Underwriting

• Review of applications for insurance coverage, and outside reports to determine if the application is acceptable for the program available
• Evaluate the risk against the class of business under review
• Assist brokers and policyholders with comments or questions about applications or policies
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions.
• Review requests for endorsements, cancellations, etc.
• Review policies for renewal consideration
• Request additional documentation necessary for the processing of an application, endorsement or cancellation
• Utilize knowledge of automated systems to develop information for new or renewal policies

General

• Utilize software, databases, scripts and tools appropriately.
• Strong analytical skills with an attention to detail
• Meet expectations for attendance and punctuality
• Meet expectations for job performance and meeting company goals.
• Take part in training and other learning opportunities to expand knowledge of company and position.
• Work overtime as required
• Present a professional and helpful appearance
• Perform other duties as may be assigned

Required Skills

• Bilingual in Spanish/English
• Experience in standard underwriting practices and procedures preferred
• Prior exposure to insurance underwriting type activities preferred
• Prior exposure to retail sales and/or marketing activities preferred
• Strong computing and keyboarding skills
• Strong verbal communication skills including active listening; uses written communication skills to record inquiry information and policy activity.
• Strong analytical skills, ability to pay attention to details
• Ability to work independently and to carry out assignments to completion within the parameters of instructions given, prescribed routines and standard accepted underwriting practices
• Strong interpersonal skills
• Positive attitude and receptive to coaching
• Able to work in a fast paced and team oriented environment

Required Education

• High school graduate or GED preferred

Required Experience

• 2 – 3 years experience in an insurance office preferred, previous office experience of any kind helpful
• 2 – 3 recent years experience within a call center environment.
• At least 1 year experience in a retail customer service environment preferred