Underwriting Customer Service Representative - Texas

United Automobile Insurance Company is an innovative and established organization looking for a Customer Service Representative II to join their Underwriting team. The role involves delivering outstanding service to policyholders and agents, addressing inquiries, and coordinating service tasks while maintaining compliance with underwriting guidelines.

Responsibilities:

• Manage inbound calls from policyholders, agents, and other team members with professionalism and courtesy. (75 – 100 calls per day)
• Assist customers, including agent partners from different states, with inquiries related to underwriting processes, policies, and procedures
• Respond to and answer calls from agent partners, providing underwriting assistance and guidance as needed
• Review submissions from agents and make underwriting decisions based on the documents received
• Address customer and agent inquiries, concerns, and requests in a professional and timely manner
• Troubleshoot web issues with agents, finding solutions prior to escalating to the team lead
• Educate customers and agent partners on policy details, coverage options, and premium calculations
• Verify and update customer and agent information in the underwriting system as needed
• Communicate changes in policies and procedures to customers and agent partners
• Maintain accurate and detailed records of customer and agent interactions and transactions
• Ensure compliance with underwriting guidelines and document any deviations or exceptions
• Review and work on underwriting suspense workflow as phone volume allows
• Collaborate with agent partners and other departments, including claims and policy processing, to address customer and agent needs seamlessly
• Participate in training sessions and stay updated on industry trends and underwriting policies
• Conduct quality checks on customer and agent interactions to ensure compliance with company standards
• Identify areas for process improvement and provide feedback to enhance customer service delivery

Requirements:

• High school diploma or equivalent
• Strong communication skills, both verbal and written
• Excellent problem-solving abilities and attention to detail
• Must be familiar with forms, procedures, regulations, coverage and business processes for assigned programs
• Proficient in Word, Excel, Windows-based applications and internet usage
• Must be able to exercise good judgment and state opinions assertively
• Must be able to perform work effectively in a highly intense environment and handle multiple tasks and demands simultaneously
• Customer-focused and empathetic
• Ability to handle a high volume of calls while maintaining professionalism
• Team player with strong interpersonal skills
• Some college coursework preferred
• Bilingual is a plus
• Florida 4-40/2-20 Property and Casualty General Lines License a plus
• Minimum 2-year customer service experience in a call center environment, within the insurance industry preferred