Service Operations Representative

Berkshire Hathaway GUARD Insurance Companies•Wilkes-Barre, PA

19d•Hybrid

About The Position

The Service Operations Representative supports underwriting by handling real-time endorsement requests from partner agents through webchat and ensuring customer satisfaction. The role also handles underwriting operational workflows through the company’s proprietary system. It requires strong communication and analytical skills, patience, and a customer-first mindset. The position supports one or two lines of business and may be based in Wilkes-Barre, Pennsylvania. The successful candidate is expected to work in an office three days per week, with a hybrid schedule of two remote days and three in-office days.

Requirements

High school diploma or equivalent required.
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.
Comfort working independently and collaboratively within a team.

Nice To Haves

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

Responsibilities

Handle incoming webchats from partner agents and internal contacts to resolve underwriting inquiries for one or two lines of business.
Process endorsement requests from partner agents and clients received 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-related system issues, including quoting and submitting change requests.