Underwriting Customer Service Representative - Arizona
- 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 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.
- High school diploma or equivalent; some college coursework preferred.
- Bilingual is a plus.
- Insurance Producer License a plus.
- Minimum 2-year customer service experience in a call center environment, within the insurance industry preferred.
- 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.
- 401(k) Retirement Savings Plan with employer match.
- Comprehensive Medical, Prescription Drug, Vision, and Dental Insurance
- Paid Time Off, Holidays, and Leave programs.
- Flexible spending accounts
- Basic Life Insurance and Voluntary Life/ADD
- Voluntary Short Term and Long-Term Disability
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