Service Operations Representative

Berkshire Hathaway GUARD Insurance Companies • Wilkes Barre, PA

7d • Hybrid

About The Position

Good things are happening at Berkshire Hathaway GUARD Insurance Companies. We provide Property & Casualty insurance products and services through a nationwide network of independent agents and brokers. Our companies are all rated A+ “Superior” by AM Best (the leading independent insurance rating organization) and ultimately owned by Warren Buffett’s Berkshire Hathaway group – one of the financially strongest organizations in the world! Headquartered in Wilkes-Barre, PA, we employ over 1,000 individuals (and growing) and have offices across the country. Our vision is to be the leading small business insurance provider nationwide. Founded upon an exceptional culture and led by a collaborative and inclusive management team, our company’s success is grounded in our core values: accountability, service, integrity, empowerment, and diversity. We are always in search of talented individuals to join our team and embark on an exciting career path! The Service Operations Representative position will support underwriting by handling real time endorsement requests from our partner agents through webchat contacts, ensuring customer satisfaction. Additionally, the individuals in this role will be responsible for handling underwriting operational workflow through our proprietary system. This role requires excellent communication and analytical skills, patience, and a customer-first mindset.

Requirements

• High school diploma or equivalent required, bachelor’s degree preferred or Proven experience in customer service, preferably with insurance or underwriting environments.
• Strong attention to detail and ability to interpret and apply underwriting criteria accurately.
• Excellent written and verbal communication skills, with the ability to explain context information clearly.
• Demonstrated problem solving skills and sound judgement making.
• Ability to de-escalate high pressure situations and determine if further escalation is necessary.
• Comfortable working independently and collaboratively within a team.
• The shift hours for this role are 11:00 AM-7:30 PM EST, Monday through Friday .
• The successful candidate is expected to work in the home office 3 days per week and also be available for travel as required.
• This position requires a reliable internet connection for working from a home office.
• The home office is required to be a space free from distractions and supportive of a confidential environment.

Responsibilities

• Handle incoming chats from partner agents and internal contacts to help resolve underwriting inquiries for 1 or 2 lines of business.
• Handle endorsement requests from partner agents and clients that come through our proprietary workflow system for 1 or 2 lines of business
• Utilize company underwriting directives to review and process changes on in force commercial lines policies.
• Attend ongoing underwriting and service operations trainings to stay informed and ensure compliance.
• Assist internal and external customers with system issues related to the underwriting process, such as quoting and submitting change requests.

Benefits

• Competitive compensation
• Healthcare benefits package that begins on first day of employment
• 401K retirement plan with company match
• Enjoy generous paid time off to support your work-life balance plus 9 ½ paid holidays
• Up to 6 weeks of parental and bonding leave
• Hybrid work schedule (3 days in the office, 2 days from home)
• Longevity awards (every 5 years of employment, receive a generous monetary award to be used toward a vacation)
• Tuition reimbursement after 6 months of employment
• Numerous opportunities for continued training and career advancement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees