This post presents exhaustive information on the insurance customer service representative job description, including the main duties, tasks, and responsibilities they typically carry out.
It also provides the major requirements that candidates for the insurance customer service representative role are usually asked to satisfy to be qualified for hiring.
What Does an Insurance Customer Service Representative Do?
An insurance customer service representative is responsible for providing information about an insurance company’s products to its clients.
He/she, who can also be called a customer care representative, would be in charge of offering necessary assistance and support to the clients.
The insurance customer service representative job description covers responding to customer inquiries and resolving complaints or forwarding them to the appropriate department for solution.
This customer service representative has the role of attending to calls and correspondences, providing information with respect to insurance policies, and also communicating any changes in policy to existing and prospective clients.
He/she serves as a middleman between the insurance company and its customers; his/her job could be seen as that of an image maker as they occupy such an important position that their direct actions or inactions could lead to a loss of existing or potential customers to the company.
A customer care representative is meant to keep the customers informed and satisfied at all times.
Job Description Sample for the Insurance Customer Service Representative Position
Below is a sample of the job description for the insurance customer service representative position, showing important tasks, duties, and responsibilities that must be performed:
- Ensure that customers make buying decisions armed with the right amount of information.
- Analyze customer’s complaints and recommend solutions.
- Discuss with customers on telephone and provide information on the company’s products and services.
- Record all conversations with clients with details of inquiries or complaints and action steps that were taken.
- Understand the company’s insurance policies and products and be able to tell whether a policy covers a type of loss or not.
- Call up customers who had previously called to complain to know if their challenges have been resolved and to ensure that they are now satisfied.
- Take S.O.S calls from clients that have been involved in an accident, vehicle breakdown, or clients who need assistance with their vehicles and mobilizing help for such clients.
- Communicate changes or adjustment in policies to clients.
- Send newsletters, mails, and other forms of correspondences to customers.
- Receive reports of claims and communicate reports of investigation to the clients.
- Forward all filed claims to the appropriate department for handling and investigation.
- Assist in soliciting sales of new products and policies.
- Liaise with other departments and provide support to them.
- Assist clients in filling of policy documents and contact them whenever any error is discovered, or when it needs to be corrected.
- Offer information about price quotes to prospective customers.
- Liaise with the companies insurance agents and process all orders made via telephone.
- Receive visiting customers and provide them with necessary assistance.
- Manage and protect the reputation of the company.
- Maintain strong clientele relationship with customers.
The above job description example can be used in writing the employment history part of a resume for an available insurance customer service representative job.
Requirements – Knowledge, Skills, and Abilities for the Insurance Customer Service Representative Post:
To succeed as an insurance customer service representative, the perfect candidate needs to possess the following qualities, skills, abilities, and knowledge, which most employers require:
- Ability to multi-task.
- Ability to handle and pacify difficult customers.
- Effective communication skills – both verbal and non-verbal.
- Must always be friendly and willing to provide assist others.
- A good memory for remembering data and details.
- Basic computer and typing skills.
- Must be punctual at all times and able to put in flexible working hours.
- A good listener with sound judgment.
- Ability to cope in a fast paced job environment.
- He/she must be able to critically analyze all situations and solve problems efficiently.