Customer Service Agent I

Responsibilities

• Provide timely solutions to customers primarily through telephone and email inquiries while optimizing the customer experience.
• Provide comprehensive direction regarding insurance coverages and options, information as requested, and resolution for concerns.
• Document all inquiries and actions taken.
• Process transactions, complete required forms, and produce insurance documents.
• Determine eligibility for additional coverages and policies, including quoting and selling.
• Provide comprehensive direction and solutions to external and internal customers through written and verbal communication.
• Promptly provide information in response to inquiries to handle and resolve concerns.
• Create system documentation of all verbal/written interactions with a customer, including any actions that were taken.
• Gather and enter system data to process transactions and produce contractually correct insurance documents.
• Document all decisions and communications associated with the process.
• Analyze, evaluate, and make decisions on eligibility of new business and quote endorsements, recognizing exposures and coverage alternatives.
• Offer risk management suggestions and adequately price insurance coverages.
• Complete required forms as necessary, including applications, surveys, and legal documents, and quote additional coverages and policies.
• Maintain assigned tasks on a daily basis.
• Support Church Mutual customers across a specific geographic region.
• Support the direct religious Church Mutual product line and Center of Excellence.
• Work collaboratively in a team environment to achieve corporate and team goals and enhance the customer experience.
• Assist others in work processes to accomplish team workload expectations.
• Interact extensively with Church Mutual customers, team members, sales force, and others related to Church Mutual operations.
• Remain current on company systems, forms, and procedures.
• Develop knowledge of the property and casualty industry, religions, religious organizations, camps, schools, nonprofits, and operations specific to Church Mutual's niche.
• Maintain confidentiality of the organization’s customers and data.
• Participate in individual and team trainings and meetings.
• Suggest improvements and periodically participate in contact center initiatives to improve effectiveness.

Requirements

• Bilingual candidates encouraged, particularly those fluent in both English and Spanish.
• Property and casualty insurance license required; relevant licenses must be renewed and maintained in accordance with Church Mutual and applicable state requirements.
• High school diploma or equivalent required.
• Two years of customer service, industry, or equivalent work experience preferred; a two‑ or four‑year degree may waive all or a portion of the work requirement.
• Post‑secondary education or participation in recognized insurance education courses is desirable.
• Experience documenting during telephone conversations strongly recommended.
• Ability to work a pre‑established schedule and provide after‑hours support for customer requests as needed.
• Ability to work independently and as part of a team, with strong internal communication across a variety of channels.
• Strong verbal and written communication skills.
• Excellent multitasking and prioritization skills.
• Ability to learn and utilize technology and software from various sources, including Microsoft products (desirable).
• Comfortable analyzing exposures to recognize areas of concern and offer appropriate solutions.
• Positive, professional, and customer‑oriented attitude.