Service Operations Representative - West Coast Coverage

Berkshire Hathaway GUARD Insurance Companies•Wilkes-Barre, PA

2d•Hybrid

About The Position

The Service Operations Representative supports underwriting by handling real-time endorsement requests from partner agents through webchat and by managing underwriting operational workflow through the company’s proprietary system. The role serves one or two lines of business and requires strong communication and analytical skills, patience, and a customer-first mindset. This position is based in the Wilkes-Barre, Pennsylvania office and requires coverage for West Coast operations on an 11:00 a.m.–7:30 p.m. Eastern Time schedule. The hybrid schedule is three days in the office and two days remote.

Requirements

High school diploma or equivalent.
Strong attention to detail and ability to interpret and apply underwriting criteria accurately.
Excellent written and verbal communication skills, including the ability to explain contextual information clearly.
Demonstrated problem-solving skills and sound judgment.
Ability to de-escalate high-pressure situations and determine when further escalation is necessary.
Ability to work independently and collaboratively within a team.
Availability to work an 11:00 a.m.–7:30 p.m. Eastern Time schedule to provide coverage for West Coast operations.

Nice To Haves

Bachelor’s degree.
Proven customer service experience, preferably in insurance or underwriting environments.

Responsibilities

Handle incoming chats from partner agents and internal contacts to resolve underwriting inquiries for one or two lines of business.
Handle endorsement requests from partner agents and clients through the proprietary workflow system for one or two lines of business.
Use company underwriting directives to review and process changes to in-force commercial lines policies.
Attend ongoing underwriting and service operations training to stay informed and ensure compliance.
Assist internal and external customers with underwriting-process system issues, including quoting and submitting change requests.