AVMA Customer Service Representative - Professional Liability

About the role

This role provides frontline support to policyholders within a professional liability insurance environment. You will respond to customer questions, investigate account issues, and provide clear guidance on coverage, claims, billing, and policy information. The position combines customer service, insurance administration, problem-solving, and accurate data management. You will handle inbound and outbound communications across phone, email, and chat while maintaining a professional and empathetic approach. The role requires strong attention to detail and the ability to manage multiple requests in a fast-paced, service-focused environment. You will collaborate with colleagues and escalate complex matters appropriately while contributing ideas that improve customer and team processes. Success will be reflected in customer satisfaction, service quality, productivity, accuracy, and adherence to established standards.

Responsibilities

• Respond to policyholder inquiries through phone, email, and chat in a professional, courteous, accurate, and timely manner.
• Research and resolve questions related to professional liability coverage, claims, billing, policy details, and account information.
• Provide clear explanations and practical assistance while maintaining an empathetic, customer-focused approach.
• Escalate complex or sensitive issues to senior team members or management when appropriate.
• Maintain accurate records of customer interactions, transactions, inquiries, and resolutions.
• Complete data-entry activities, including sorting and indexing scanned correspondence and emails and routing information to the appropriate team or individual.
• Meet established production, productivity, service, and quality standards.
• Handle both inbound and outbound customer interactions according to established procedures and service expectations.
• Identify recurring customer issues and communicate process-improvement opportunities, trends, and recommendations to the appropriate team lead or supervisor.
• Collaborate closely with colleagues to resolve customer needs efficiently and contribute to a positive team environment.
• Manage multiple priorities effectively while maintaining accuracy and professionalism in a fast-paced setting.

Requirements

• High school diploma or equivalent required