Researches and resolves concerns and inquiries in real time for customers and policyholders
Learns and applies best practices to resolve issues, ensuring customer satisfaction and compliance with the organization’s policies
Coordinates problem resolution with appropriate teams and escalates more complex issues to experienced staff as needed
Handles customer inquiries primarily through web‑based systems with minimal phone interaction, collaborating with internal customers and teams to research and resolve requests
Becomes familiar with utilizing a customer-focused, needs-based review process to inform customers about products or services
Documents and updates customer records based on interactions
Works within guidance to arrange and prioritize activities to efficiently meet business objectives, while focusing on continuous process improvement
Performs other duties as assigned

High School Diploma or equivalent experience
Learns to make methodical yet swift decisions to meet customer needs
Develops knowledge of insurance products, documents, and industry practices
Working customer service and interpersonal skills
Develops communication skills that convey a clear understanding of the unique needs of various customers

Customer Service Representative

Key skills