Underwriting Customer Service Representative - Texas Based

United Auto Insurance•Arlington, TX

5d•Remote

About The Position

United Automobile Insurance Company (UAIC), a privately held property and casualty insurance company, is seeking a Customer Service Representative II to join its Underwriting team. This is a fully remote role requiring the candidate to be based in Texas. The ideal candidate will have prior insurance experience and strong customer service skills, capable of handling a high volume of calls to assist agents and policyholders in TX, FL, and GA markets. Fluency in Spanish is highly desirable. As a Customer Service Representative II, you will be responsible for delivering outstanding service, addressing inquiries, providing information, and assisting with policy-related concerns. This role involves coordinating daily service and administrative tasks, assessing customer concerns, collaborating with resources, and providing solutions. It requires strong problem-solving, issue resolution, and clear communication skills, along with a deep understanding of customer needs and UAIC's products and services. This position is an ideal career path for individuals new to insurance, offering opportunities for knowledge transfer and advancement.

Requirements

Minimum 2-year customer service experience in a call center environment, within the insurance industry preferred.
Strong communication skills, both verbal and written.
Excellent problem-solving abilities and attention to detail.
Must be familiar with forms, procedures, regulations, coverage and business processes for assigned programs.
Proficient in Word, Excel, Windows-based applications and internet usage.
Must be able to exercise good judgment and state opinions assertively.
Must be able to perform work effectively in a highly intense environment and handle multiple tasks and demands simultaneously.
Customer-focused and empathetic.
Ability to handle a high volume of calls while maintaining professionalism.
Team player with strong interpersonal skills.

Nice To Haves

Some college coursework preferred.
Bilingual is a plus.
Spanish fluency is highly desirable.
Florida 4-40/2-20 Property and Casualty General Lines License a plus.

Responsibilities

Manage inbound calls from policyholders, agents, and other team members with professionalism and courtesy (75 – 100 calls per day).
Assist customers, including agent partners from different states, with inquiries related to underwriting processes, policies, and procedures.
Respond to and answer calls from agent partners, providing underwriting assistance and guidance as needed.
Review submissions from agents and make underwriting decisions based on the documents received.
Address customer and agent inquiries, concerns, and requests in a professional and timely manner.
Troubleshoot web issues with agents, finding solutions prior to escalating to the team lead.
Educate customers and agent partners on policy details, coverage options, and premium calculations.
Verify and update customer and agent information in the underwriting system as needed.
Communicate changes in policies and procedures to customers and agent partners.
Maintain accurate and detailed records of customer and agent interactions and transactions.
Ensure compliance with underwriting guidelines and document any deviations or exceptions.
Review and work on underwriting suspense workflow as phone volume allows.
Collaborate with agent partners and other departments, including claims and policy processing, to address customer and agent needs seamlessly.
Participate in training sessions and stay updated on industry trends and underwriting policies.
Conduct quality checks on customer and agent interactions to ensure compliance with company standards.
Identify areas for process improvement and provide feedback to enhance customer service delivery.