Insurance Customer Service Representative (in Houston, TX) - VW Insurance

Prerequisite: All applicants are required to complete the Culture Index Assessment at the time of application submission. Applications submitted without a completed Culture Index Assessment will not be considered.

Link to the Culture Index Assessment for this position: https://go.cultureindex.com/p/PE4G3Td0Z109B9CrpzCj

About the Role

The Personal Lines Customer Service Representative can be licensed or unlicensed. This role is for the energetic professional interested in helping our business grow through value-based conversations and remarkable client experiences. The Customer Service Representative (CSR) is responsible for answering phone calls and directing them to the appropriate department. As the first point of contact for clients, they are responsible for creating a positive experience for our clients by actively listening to their needs and demonstrating composure, patience, and a calming demeanor through all client interactions.

Essential Duties and Responsibilities

• Answer incoming call center calls and transferring to the appropriate department.
• Maintain and follow up on suspense files regarding service-related items promptly.
• Input and update client information accurately after all customer interactions.
• Follow Directions: Adhere to detailed instructions and guidelines provided by managers.
• Respond to customer inquiries via phone, email, and in-person visits, providing clear and accurate information regarding insurance policies, coverage, billing, and claims.
• Assist customers with policy changes, including updating personal information, adding, or removing coverage, and processing renewals. Ensure all documentation is accurate and up to date.
• Guide clients through the claims process, helping them understand coverage, filing claims, and following up on claim status with the relevant departments.
• Address and resolve customer complaints or issues promptly and professionally, escalating complex cases to supervisors when necessary.
• Assist insurance agents by providing support with policy quotes, explaining coverage options, and suggesting additional products or services that meet customers' needs.
• Ensure that all customer interactions, documentation, and processes comply with regulatory requirements and company policies.
• Maintain accurate and organized records of customer interactions, policy changes, and claims in the company’s customer relationship management (CRM) system.
• Proactively follow up with clients to ensure satisfaction and answer any additional questions. Communicate upcoming renewals, policy expirations, or changes affecting their coverage.

Employment & Educational Experience

Minimum of 6 months of customer service experience, preferably in the Insurance industry.

Minimum of a High School Diploma or associate degree in business, sales, or similar field.

Knowledge of insurance billing, endorsements, payments, inbound and outbound email/mail, and policy schedules is preferred.

Must have knowledge of Microsoft Office and customer relationship management software.

Must exhibit a high level of precision and accuracy in all tasks, ensuring quality and thoroughness in work.

Must demonstrate the ability to work autonomously, manage time effectively, and solve problems independently.