Deliver exceptional service in a fast-paced contact center by resolving complex inquiries, supporting policy updates, and ensuring compliance with company and PCI standards.
Retain members through effective problem-solving, professional communication, and accurate documentation of all interactions.
Identify opportunities to upsell and cross-sell insurance products while maintaining a customer-focused approach.
Handle escalated contacts with courtesy and professionalism, collaborating with internal teams to provide seamless customer experience.
Consistently meet and exceed individual and team performance goals in a high-volume environment.

High School diploma or GED required; college degree preferred.
Strong computer, phone, typing, grammar, and multitasking skills.
Excellent customer service, active listening, and problem-solving abilities.
Ability to balance efficiency and quality in a fast-paced environment.
Strong attention to confidentiality and compliance with company guidelines.
Flexible to work extended hours, weekends, nights, and holidays.
Team-oriented with positive communication and collaboration skills.
Property & Casualty or Personal Lines license required (or ability to obtain within 90 days; training and fees covered).
Spanish fluency required for bilingual queue (assessment provided).
Previous insurance or call center experience preferred.
Must pass a background check and drug screening.

Insurance Customer Service Representative

Key skills