Insurance Customer Service Representative

Wawanesa Insurance is a direct-to-consumer insurance company committed to providing exceptional service to its members. The Insurance Customer Service Representative will deliver outstanding service in a fast-paced contact center, resolve complex inquiries, support policy updates, and identify upselling opportunities while ensuring compliance with company standards.

Responsibilities:

• 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

Requirements:

• 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)
• Must pass a background check and drug screening
• Must reside within 80 miles of 100 Military Plaza, San Antonio, Texas 78205
• Previous insurance or call center experience preferred