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.
Must reside within 80 miles of 20 First Plaza Center NW, Albuquerque, New Mexico 87102.

Insurance Customer Service Representative

Key skills