Underwriting Customer Service Representative - Texas Based

United Automobile Insurance Company is an innovative and established organization looking for a Customer Service Representative II to join our Underwriting team. The ideal candidate will assist policyholders and agents with inquiries and provide outstanding service while managing a high volume of calls. This role requires strong communication skills and a commitment to customer satisfaction.

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