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Insurance Customer Service Representative

2 months ago

Goochland, Virginia, United States Virginia Farm Bureau Full time
Virginia Farm Bureau is looking for a reliable and customer-focused Insurance Service Specialist I to join our Underwriting and Policy Services team. This role involves managing both incoming and outgoing communications, processing policy-related activities, and addressing inquiries from our insured clients, agents, and internal team members to ensure a superior customer experience. The ideal candidate will possess strong data entry capabilities, alongside outstanding verbal and written communication skills, a professional phone demeanor, and the ability to manage a high volume of processing tasks accurately.

In this position, the Insurance Service Specialist will engage in daily activities such as responding to inquiries, facilitating policy updates and modifications, researching requests, and documenting information in our systems, with approximately 50-70% of interactions conducted via phone.

WORK LOCATION:

This position is based out of our West Creek Office Park and offers a hybrid work schedule.

WORK SCHEDULE:

Full-time position (37.5 hours per week) with a salary and benefits package.

KEY RESPONSIBILITIES:
  • Deliver exceptional customer service in response to telephone inquiries and requests.
  • Process premium transactions and input statistical data into the computer system.
  • Collaborate with agents, policyholders, and home office staff to gather necessary information for policy transactions.
  • Update policy information as requested by policyholders and ensure follow-through on requests requiring agent or underwriting approval.
  • Maintain performance standards within the Service Center, including:
    • Call volume and service quality metrics
    • Call recording audits
    • Data entry audits
    • Desk audits
ADDITIONAL RESPONSIBILITIES:
  • Perform other duties as assigned by the Service Center Manager.
EDUCATIONAL AND EXPERIENCE REQUIREMENTS:
  • High school diploma or equivalent.
  • At least 1 year of experience in data processing, documentation, or a related field.
  • Experience or interest in a customer service role, particularly over the phone.
  • Experience in resolving customer inquiries and documenting detailed information is preferred.
  • Must obtain a Property & Casualty license within 3 months of hire.
SKILL REQUIREMENTS:
  • Demonstrated customer service abilities.
  • Strong oral and written communication skills.
  • Proficient data entry skills.
  • Solid math and problem-solving capabilities.
  • Familiarity with Microsoft Office Suite.
  • Ability to work effectively in a team setting.
  • Excellent organizational skills and attention to detail.
  • Ability to manage phone calls independently.
  • Quality of work must meet or exceed established standards.
  • Volume of work processed should meet or exceed performance benchmarks.

At Virginia Farm Bureau, we offer a comprehensive benefits package, including ongoing professional development, paid training, medical and dental insurance from day one, generous 401K contributions, and an excellent Paid Time Off (PTO) plan.

Virginia Farm Bureau Companies is committed to providing equal employment opportunities in all aspects of employment without regard to race, color, national origin, religion, gender, pregnancy, age, disability, orientation, or veteran status.

We also support compliance with COVID-19 protocols.