Insurance Customer Service Representative Job Description

An insurance customer service representative (ICCSR) helps customers navigate their insurance companies’ websites, handle claims, and resolve payment issues.

ICCSRs, also called customer service representatives, usually have a bachelor’s degree in a business-related field, such as insurance, finance, or marketing.

They usually have at least 1 year of customer service experience, although some employers prefer 2 or 3 years of experience.

ICCSRs must have excellent problem-solving skills in order to empathize with customers and be able to communicate clearly and concisely with different people, including managers, internal business partners, and customers by phone, email, and in person.

Updated on:     
October 7, 2022

Job Brief:

We're looking for an Insurance Customer Service Representative who is responsible for providing excellent customer service to our clients. The Insurance Customer Service Representative will be responsible for handling customer questions and concerns, providing accurate information and data entry.

Insurance Customer Service Representative Duties:

  • Provide accurate and timely insurance information and issue resolutions.
  • Conduct research and prepare concise and accurate reports of insurance information.
  • Work with internal and external customers to identify requirements and ensure proper insurance.
  • Establish strong relationships with clients.
  • Ensure client satisfaction, product knowledge, and positive attitude.
  • Analyze, assess, and resolve client issues.
  • Maintain knowledge of all insurance programs and products.
  • Assist with training and new hire orientation.
  • Attract new clients and maintain current clients.
  • Perform other duties as assigned.

Insurance Customer Service Representative Responsibilities:

  • Provide exceptional customer service to assigned clients, ensuring accurate and prompt payments via check or electronic funds transfer (EFT), resolving any payment issues, and confirming account status.
  • Work with internal teams, including Finance, Risk, and Claims, to resolve inquiries related to billing and payments.
  • Perform basic account maintenance, including processing exceptions and credit adjustments, and researching and resolving payment issues.
  • Update and maintain client accounts with accurate, up-to-date information.

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Requirements And Skills:

  • 2+ years’ insurance sales.
  • Excellent telephone communication skills.
  • Ability to effectively communicate technical issues to customer representatives.
  • Proven proficiency in working with Microsoft Excel.
  • Knowledge of insurance underwriting and claims process.
  • Computer literacy, including data entry and file management.

We at [Company Name] believe that diversity is key to a successful business. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We encourage applications from people of all races, religions, national origins, genders, and ages, as well as veterans and individuals with disabilities.