Underwriting Customer Service Representative

Bridger Insurance Services

11d•Onsite

About The Position

Evaluate and process applications and endorsements for insurance. Use knowledge and independent judgment to determine eligibility of risks when compared to guidelines of programs available. Respond to requests from brokers and policyholders received via telephone, fax, and mail. Handle incoming calls from brokers/customers regarding policy inquiries customer service calls in a fast paced call center environment.

Requirements

Bilingual in Spanish/English
Strong computing and keyboarding skills
Strong verbal communication skills including active listening; uses written communication skills to record inquiry information and policy activity.
Strong analytical skills, ability to pay attention to details
Ability to work independently and to carry out assignments to completion within the parameters of instructions given, prescribed routines and standard accepted underwriting practices
Strong interpersonal skills
Positive attitude and receptive to coaching
Able to work in a fast paced and team oriented environment
2 – 3 recent years experience within a call center environment.
At least 1 year experience in a retail customer service environment preferred

Nice To Haves

Experience in standard underwriting practices and procedures preferred
Prior exposure to insurance underwriting type activities preferred
Prior exposure to retail sales and/or marketing activities preferred
2 – 3 years experience in an insurance office preferred, previous office experience of any kind helpful

Responsibilities

Manage large amounts of inbound and outbound calls in a timely manner
Follow call center scripts when handling different topics
Take required information from caller to process payments and apply to customer accounts
Take required information from caller to enter information efficiently and accurately into system applications
Identify caller’s needs, clarify information, research every issue, provide solutions and escalate unresolved problems
Upsell programs, products and services using customer service techniques and product information to retain business.
Recognize, document and alert management of trends in customer service calls.
Review of applications for insurance coverage, and outside reports to determine if the application is acceptable for the program available
Evaluate the risk against the class of business under review
Assist brokers and policyholders with comments or questions about applications or policies
Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions.
Review requests for endorsements, cancellations, etc.
Review policies for renewal consideration
Request additional documentation necessary for the processing of an application, endorsement or cancellation
Utilize knowledge of automated systems to develop information for new or renewal policies
Utilize software, databases, scripts and tools appropriately.
Meet expectations for attendance and punctuality
Meet expectations for job performance and meeting company goals.
Take part in training and other learning opportunities to expand knowledge of company and position.
Work overtime as required
Present a professional and helpful appearance
Perform other duties as may be assigned