Insurance Customer Service Representative (Branch)

Job Responsibilities

• 35% Customers Helped: Efficiently assist customers through a variety of touchpoints including work activities, walk-ins, & phone calls. Ensure customer needs are met promptly & effectively and proactively address & resolve any issues by offering solutions tailored to their specific situations. Strive to resolve inquiries during the first interaction to enhance customer satisfaction.
• 30% Answer Rate: Maintain and/or exceed outlined expectations for phone queue availability to ensure customers are assisted in a timely manner.
• 25% Quality: Ensure each customer is properly verified to maintain privacy & security standards. Accurately documents all interactions and transactions related to policies, customers, carriers, and third-party touchpoints. Ensure clarity and completeness in all records. Attach all email & policy paperwork communications to the relevant policy in the appropriate system, ensuring easy access and traceability.
• 10% New Members: Offer a Club focused sales approach & continuously promote all Club products/services. Effectively sell AAA memberships to meet/exceed outlined expectations.

Job Specific Requirements

• Responsible to obtain and maintain the required license or certification in an active status
• Able to display working knowledge of carrier offerings, processes, and requirements
• Able to work evenings, weekends, & events as required by business need/Leadership directive
• Working knowledge of computer software and ability to effectively navigate multiple systems
• Able to operate independently and display proficiency in minimization of errors & problem solving
• Must be able to resolve problems and work under pressure to diffuse member concerns
• Work under pressure during periods of high volume
• Able to multitask in various areas of insurance sales and service

Physical Requirements

• Ability to perform routine office tasks that includes operating a computer for long periods of time, sitting, filing and communicating on the phone
• Ability to perform all physical functions consistent with travel including sitting in airplanes and driving for long periods of time
• Must be able to lift, carry, push, pull a maximum of 30 lbs

Pay

Starting pay range: $21/hr - $25/hr