Underwriting Customer Service Representative - Texas Based

Location: Remote

• 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.

• 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.

• 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.

• 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