Job Details

COMPANY OVERVIEW:

Founded in 1989, United Automobile Insurance Company is an innovative and established organization looking for a Customer Service Representative II to join our Underwriting team. Family-owned, UAIC, is one of the largest privately held property and casualty insurancecompanies in the United States. The key to our growth and success is a commitment to providing quality service to our agents and customers, by providing disciplined underwriting, and strategic claims handling. Our ongoing efforts to invest substantial resources in personnel and technology are the foundation of our promise of assuring maximum efficiency and specialized operations in the industry. We are proud that our independent agents and customers have recognized our dedication by making UAIC the market leader in every state where we conduct business.

This is a fully remote role on our Underwriting Customer Service team. The ideal candidate will have prior insurance experience and a strong customer service acumen & capability to handle a high volume of calls assisting agents and policy holders in TX, FL and GA markets. Fluency in Spanish is highly desirable.

SCOPE:

As a Customer Service Representative II, you will play a vital role in delivering outstanding service to our policyholders and agents. Your duties involve addressing inquiries, offering information, and aiding with policy-related concerns. Additionally, you will coordinate daily service and administrative tasks by skillfully assessing customer concerns, collaborating with relevant resources, and providing innovative solutions to meet customer needs. This requires showcasing superior problem-solving and issue resolution skills, along with clear communication abilities. You will be able to possess a profound understanding of customer requirements and maintain a current familiarity with our diverse range of products and services. This position offers an exciting opportunity to work in a collaborative environment and is an ideal career path for individuals new to insurance allowing for transfer of knowledge and advancement level opportunities. UAIC currently offers a remote work arrangement, allowing the ideal candidate to work from their preferred location within the Southeast region.

DUTIES:

• Manage inbound calls from policyholders, agents, and other team members with professionalism and courtesy. (75 - 100 calls per day)
• Assist customers, including agent partners from different states, with inquiries related to underwriting processes, policies, and procedures.
• Respond to and answer calls from agent partners, providing underwriting assistance and guidance as needed.
• Review submissions from agents and make underwriting decisions based on the documents received.
• Address customer and agent inquiries, concerns, and requests in a professional and timely manner.
• Troubleshoot web issues with agents, finding solutions prior to escalating to the team lead.
• Educate customers and agent partners on policy details, coverage options, and premium calculations.
• Verify and update customer and agent information in the underwriting system as needed.
• Communicate changes in policies and procedures to customers and agent partners.
• Maintain accurate and detailed records of customer and agent interactions and transactions.
• Ensure compliance with underwriting guidelines and document any deviations or exceptions.
• Review and work on underwriting suspense workflow as phone volume allows.
• Collaborate with agent partners and other departments, including claims and policy processing, to address customer and agent needs seamlessly.
• Participate in training sessions and stay updated on industry trends and underwriting policies.
• Conduct quality checks on customer and agent interactions to ensure compliance with company standards.
• Identify areas for process improvement and provide feedback to enhance customer service delivery.

EDUCATION:

• High school diploma or equivalent; some college coursework preferred.
• Bilingual is a plus.
• Florida 4-40/2-20 Property and Casualty General Lines License a plus.

SKILLS & EXPERIENCE:

• Minimum 2-year customer service experience in a call center environment, within the insurance industry preferred.
• Strong communication skills, both verbal and written.
• Excellent problem-solving abilities and attention to detail.
• Must be familiar with forms, procedures, regulations, coverage and business processes for assigned programs.
• Proficient in Word, Excel, Windows-based applications and internet usage.
• Must be able to exercise good judgment and state opinions assertively.
• Must be able to perform work effectively in a highly intense environment and handle multiple tasks and demands simultaneously.
• Customer-focused and empathetic.
• Ability to handle a high volume of calls while maintaining professionalism.
• Team player with strong interpersonal skills.

BENEFITS:

• 401(k) Retirement Savings Plan with employer match.
• Comprehensive Medical, Prescription Drug, Vision, and Dental Insurance
• Paid Time Off, Holidays, and Leave programs.
• Flexible spending accounts
• Basic Life Insurance and Voluntary Life/ADD
• Voluntary Short Term and Long-Term Disability

UAIC participates in the E-Verify program to confirm the employment eligibility of all newly hired employees. For more information about E-Verify, please visit

UAIC is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees. All employment decisions at UAIC are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.