Note: The job is a remote job and is open to candidates in USA. United Automobile Insurance Company is an established property and casualty insurance company providing services to agents and policyholders. The Underwriting Customer Service Representative supports customers and agents by handling high-volume inquiries, providing underwriting guidance, reviewing submissions, and resolving policy-related concerns. The role also maintains accurate records, ensures compliance with underwriting guidelines, and collaborates with internal departments to improve service delivery.
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
Skills
- 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
- This is a fully remote role on our Underwriting Customer Service team and you must be based out of TX
- Fluency in Spanish is a must!
- High school diploma or equivalent; some college coursework preferred
- Bilingual is a plus
- Florida 4-40/2-20 Property and Casualty General Lines License a plus
Benefits
- 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
- Fully remote work arrangement for candidates based in Texas.
Company Overview