Call Center Representative

Job Details
Job Location:    HeadQuarters CGS - Austin , TX
Position Type:    Full Time
Salary Range:    $ $ Salary/year

Description

CALL CENTER REPRESENTATIVE

(Full Time, Hourly, Non-Exempt)

Looking to join a growing company dedicated to helping others? We offer that, plus competitive salaries, a culture of learning, and a fast-paced environment. This is a hybrid position with 3 days in-office. Join our team to help make a difference in the lives of others 

About Continental General:

The Continental General family of companies has provided insurance, including life and long-term care policies, to individuals and groups for over 30 years, and currently supports over 100,000 policyholders. Both our insurance company, Continental General Insurance Company, and our third-party administrator, Continental General Services, are committed to the continuous development of our infrastructure, processes, and people. The group is actively growing through expansion of both its insurance portfolio and its administrative services. With each opportunity, we take a collaborative approach to address challenges and provide unique solutions.

Position Overview:

We are looking for a full-time Call Center Claim Service Representative to answer and respond to inbound telephone inquiries from policyholders or their representatives, and to provide a commitment to exceptional customer service relating to their insurance policy benefits or claims inquiries. A formal in-house training program will be provided.

Responsibilities:

• Answer incoming calls and provide compassionate, accurate, and timely responses to moderately complex questions about insurance coverage and claim status
• Clearly explain policy coverage and next steps to policyholders and their representatives
• Document call details thoroughly and concisely
• Conduct follow-ups on new or pending claims to ensure smooth processing
• Proactively reach out to policyholders and providers for missing information
• Maintain professionalism and empathy in every customer interaction
• Ensure compliance with HIPAA and internal privacy policies
• Adapt quickly to daily changes and contribute to department goals
• Perform additional tasks and projects as neede

Qualifications

Qualifications:

• High school diploma or equivalent
• 2 to 4 years of call center customer service experience.
• Insurance industry background is preferred.
• Ability to meet deadlines and manage multiple priorities
• Excellent problem-solving skills
• Superior Customer Service Skills
• Strong verbal and written communication skills
• A calm, friendly, and professional demeanor—especially during difficult conversations
• Quick learning ability and adaptability to change
• Excellent organizational and multitasking skills, with great attention to detail
• Confidence working independently and collaboratively
• Proficiency with Microsoft Office and a Windows-based environment
• Commitment to punctuality, reliability, and phone availability
  
   

Why Join Us?

• Opportunity to support policyholders and make a meaningful impact at a dynamic, growing insurance company.
• Competitive salary and benefits
• Collaborative and fast-paced work environment.
• Professional development and growth opportunities within the insurance space.

Benefits:

• Competitive Salary & Target Bonus Program
• Retirement Savings – 401(k) with a company match
• Comprehensive Medical insurance through BlueCross BlueShield of Texas. Company-paid dental, vision, short-term & long-term disability, and life insurance.
• Work-Life Balance – 20+ days of PTO, 10 paid holidays, and paid volunteer time off.
• Flexible Work Options & Perks – Hybrid opportunity, wellness programs, and weekly paid lunch for onsite staff.
• Health Savings & Flexible Spending Accounts – Includes a company match for HSAs.

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