Note: The job is a remote job and is open to candidates in USA. United Automobile Insurance Company is hiring an Underwriting Customer Service Representative to support policyholders and agents with underwriting and policy-related inquiries. The role handles high-volume calls, reviews agent submissions, makes underwriting decisions, and coordinates service and administrative tasks.
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
- Prior insurance experience
- Fluency in Spanish
- Minimum **2**-year customer service experience in a call center environment
- 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
- Within the insurance industry
- High school diploma or equivalent
- Some college coursework
- Bilingual
- Florida 4-40/2-20 Property and Casualty General Lines License
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