Insurance Call Center Representative

DXC Technology

9d•Remote

About The Position

We are seeking a Insurance Call Center Support Representative to join our insurance contact center team. In this role, you will provide high-quality support to clients, assisting with inquiries, policy maintenance, and insurance-related transactions. This is an excellent opportunity for professionals with life insurance or general insurance experience who are passionate about delivering exceptional customer service while ensuring accuracy and compliance with company policies.

Requirements

High school diploma or GED (required).
Minimum 2 years of customer service experience in a call center environment.
Experience in life insurance or general insurance is required.
Strong attention to detail and ability to handle sensitive customer information.

Nice To Haves

Experience working across multiple teams and stakeholders.
Familiarity with contact center technology (phone systems, CRM tools, and document processing systems).
Strong analytical and problem-solving skills.
Excellent communication and customer engagement skills.
Ability to work independently and manage multiple priorities.

Responsibilities

Provide exceptional service through the inbound contact center, responding to customer inquiries and ensuring timely resolution or appropriate escalation.
Research and resolve client requests efficiently while maintaining high service standards.
Perform policy updates, maintenance, and transaction processing, ensuring accurate documentation and account history records.
Process and distribute incoming and outgoing correspondence in accordance with established service level agreements (SLAs).
Conduct data entry and document matching to maintain accurate and up-to-date customer information.
Collaborate with team members, management, and customers to resolve service issues and improve the customer experience.
Support escalation management and service recovery activities, including research and resolution for complex client cases.
Assist with Voice of the Customer (VOC) feedback reviews and remediation actions when necessary.
Contribute to continuous improvement initiatives by recommending enhancements to procedures and workflows.
Support supervisors with daily operational activities, including training or mentoring less experienced team members.
Participate in Quality Assurance (QA) reviews to ensure service quality and adherence to internal standards.