Underwriting Customer Service Representative - Texas Based

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 insurance companies 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 and you must be based out of TX. 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 a must!
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. 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. UAIC currently offers a remote work arrangement, allowing the ideal candidate to work from their preferred location within the Southeast region.
Manage inbound calls from policyholders, agents, and other team members with professionalism and courtesy. (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.
High school diploma or equivalent; Bilingual is a plus.
Minimum 2-year customer service experience in a call center environment, within the insurance industry preferred.
Proficient in Word, Excel, Windows-based applications and internet usage.
Customer-focused and empathetic.
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

Compensation ranges and estimates displayed by third-party job platforms may be automatically generated and may not reflect United Auto Insurance's established compensation range for this position. Where required by applicable law, United Auto Insurance will provide the applicable pay range and other required compensation information.