Commercial Lines Phone Services Representative

About the role

The Commercial Lines Phone Services Representative supports small business owners with commercial insurance policies, handling calls in both English and Spanish. The role includes providing excellent customer support, assisting with policy changes, completing follow-ups, and supporting underwriting operations.

Responsibilities

• Handle inbound calls in English and Spanish
• Aid with policy changes and follow-ups
• Support underwriting operations
• Share recurring questions and feedback for service improvements
• Contribute to follow-up tasks during lighter call volumes
• Assist with other service channels as needed

Requirements

• Bilingual English and Spanish required
• Strong communication and active listening skills
• Calm approach to customer concerns and de-escalation
• Clear problem-solving and sound judgment
• High attention to detail and documentation accuracy
• Ability to explain information clearly and simply
• Comfortable multitasking across systems
• Reliable and consistent for scheduled coverage
• Customer-focused mindset with strong follow-through
• Experience working with internal and external partners

Qualifications

• Bilingual English and Spanish required, with demonstrated proficiency
• Strong communication and active listening skills
• Professional, calm approach to customer concerns and de-escalation
• Clear problem-solving and sound judgment
• High attention to detail and documentation accuracy
• Ability to explain information clearly and simply
• Comfortable multitasking across systems
• Reliable and consistent for scheduled coverage
• Customer-focused mindset with strong follow-through
• Experience working with internal and external partners

Benefits

• Medical, dental, and vision insurance
• Company-paid life insurance
• 401K with a generous 6% employer match
• Employee Assistance Program (EAP)
• Time off to volunteer in the local community
• 4 weeks of vacation in the first year

Pay

The expected salary range for this position is $48,000.00 - $56,400.00. This range depends on experience, education, and location for this specific position.

Schedule

This position is based in an office environment with adequate temperature and lighting control. There are no known hazardous or unpleasant conditions caused by noise, dust, or other environmental factors. There are potentially high-stress situations that require meeting deadlines. The employee must meet the job attendance requirements for this position.

Values

The person in this position must demonstrate the WCF values of doing the right thing, being great at your job, and helping others succeed to fulfill the company's mission of excellence.

Our People

We strive to provide an excellent work experience and cultivate an inclusive environment where anyone who embodies our values will thrive. WCF Insurance is an Equal Opportunity Employer.