Policy Services Representative

Texas Windstorm Insurance Association•Austin, TX

3d•Onsite

About The Position

The Policy Services Representative is responsible for delivering the Association’s frontline customer experience. The Policy Services Representative has the role of attending to calls and correspondence, providing information with respect to insurance policies, billing, policy and procedures. They serve as the front line technical “Help Desk“ for basic systems issues as well as training new and existing agents on how to use our systems. The Association is currently seeking two (2) Policy Services Representatives.

Requirements

Exceptional customer service skills, enjoy dealing with customers
Ability to demonstrate critical thinking, decision making, and problem-solving skills
Ability to multi-task and pay attention to detail
Excellent communication, organization and time management skills
Proficient with basic computer skills – Excel, Word and web browsers
3 years of experience in a customer service environment
High School diploma or equivalent
Demonstrable job stability with previous/current employment

Nice To Haves

Four (4) years of experience in a customer service environment
Previous experience assisting customers via telephone
Working knowledge of insurance or prior insurance experience
Bilingual abilities; English, and Spanish or Asian languages (such as Mandarin or Vietnamese)

Responsibilities

Assisting callers via phone (Agents, Policy Holders, and mortgage companies). (Approximately 65%)
Working emails from Agents/Policy Holders (Approximately 10%)
Daily offline/back office activities (Approximately 15%)
Assist enterprise with additional duties as needed, including training and project work (Approximately 10%)
Ability to maintain high quality standards when working with customers
Adhere to Association telephone standards
Ensure that calls get to the correct internal department when needed
Demonstrate a working knowledge of TWIA/TFPA policies, procedures and rules to address basic internal and external customer processing issues
Resolve processing issues from internal and external customers by researching account information and policy history from multiple systems, explaining policy processing steps, and taking appropriate action
Access the SAP Business Objects for agency information
Answer questions regarding coverage and policy transaction for all lines of business, and appropriately escalate agent or policyholder inquiries as necessary
Interpret, with little assistance, those procedures and rules that interface other company processes, including accounting and claims
Participate as subject matter expert for internal systems
Access multiple systems (e.g., on-line reference manuals, agent training material, etc.) to obtain information needed to resolve basic customer issues or questions
Effectively communicate with and engage with Underwriting Management