Underwriting Customer Service Representative

Summary of PositionEvaluate and process applications and endorsements for insurance. Use knowledge and independent judgment to determine eligibility of risks when compared to guidelines of programs available. Respond to requests from brokers and policyholders received via telephone, fax, and mail. Handle incoming calls from brokers/customers regarding policy inquiries customer service calls in a fast paced call center environment.Essential Job RequirementsCall CenterManage large amounts of inbound and outbound calls in a timely mannerFollow call center scripts when handling different topicsTake required information from caller to process payments and apply to customer accountsTake required information from caller to enter information efficiently and accurately into system applicationsIdentify caller’s needs, clarify information, research every issue, provide solutions and escalate unresolved problemsUpsell programs, products and services using customer service techniques and product information to retain business.Recognize, document and alert management of trends in customer service calls.UnderwritingReview of applications for insurance coverage, and outside reports to determine if the application is acceptable for the program availableEvaluate the risk against the class of business under reviewAssist brokers and policyholders with comments or questions about applications or policiesResolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions.Review requests for endorsements, cancellations, etc.Review policies for renewal considerationRequest additional documentation necessary for the processing of an application, endorsement or cancellationUtilize knowledge of automated systems to develop information for new or renewal policiesGeneralUtilize software, databases, scripts and tools appropriately.Strong analytical skills with an attention to detailMeet expectations for attendance and punctualityMeet expectations for job performance and meeting company goals.Take part in training and other learning opportunities to expand knowledge of company and position.Work overtime as requiredPresent a professional and helpful appearancePerform other duties as may be assignedRequired SkillsBilingual in Spanish/EnglishExperience in standard underwriting practices and procedures preferredPrior exposure to insurance underwriting type activities preferredPrior exposure to retail sales and/or marketing activities preferredStrong computing and keyboarding skillsStrong verbal communication skills including active listening; uses written communication skills to record inquiry information and policy activity.Strong analytical skills, ability to pay attention to detailsAbility to work independently and to carry out assignments to completion within the parameters of instructions given, prescribed routines and standard accepted underwriting practicesStrong interpersonal skillsPositive attitude and receptive to coachingAble to work in a fast paced and team oriented environmentRequired EducationHigh school graduate or GED preferredRequired Experience2 – 3 years experience in an insurance office preferred, previous office experience of any kind helpful2 – 3 recent years experience within a call center environment.At least 1 year experience in a retail customer service environment preferred