USAA is dedicated to empowering its members to achieve financial security through competitive products and exceptional service. They are seeking an Insurance Customer Service Representative to assist members with insurance policies and provide sales and customer service support. The role includes handling inbound and outbound communications, providing advice on insurance products, and maintaining required licenses.

Responsibilities

• Facilitate the Property & Casualty member experience by handling inbound and outbound phone calls, emails, or other contacts from members
• Apply developing knowledge of personal lines' insurance to assist members with foundational to moderately complex quotes, binding new business, rating, policy, billing, payment, underwriting, contract and coverage provisions, and premium changes for insurance products and services. Also, maintain respective trailing documents for all states
• Identify, evaluate and understand member needs to consistently provide complete and accurate advice and solutions for insurance products and services. Provide detailed issue diagnosis while minimizing member transfers, escalations and call backs
• Efficiently operate in a contact center environment and navigate multiple systems and programs while maintaining an engaging member interaction that may occur across multiple channels
• Maintain required Property & Casualty license and state registrations
• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Skills

• High School Diploma or GED equivalent
• Up to 1 year needs based sales and/or customer service experience in insurance, financial services and/or relevant direct customer service
• Acquire and maintain Property & Casualty (P&C) license and state registrations, within 90 days of hire. (Training, Licensing and State registration fees paid for by USAA.)
• Demonstrated communication, problem-solving, and critical thinking skills to effectively respond to routine member inquiries
• Effective time management and organizational skills
• Successful completion of a job-related assessment may be required
• 1 year of customer contact experience in a needs-based sales environment
• 6 months experience frequently communicating (minimum 60 percent of the time) with customers by phone, e-mail, and/or face to face
• US military experience through military service or a military spouse/domestic partner

Benefits

• Comprehensive medical, dental and vision plans
• 401(k)
• Pension
• Life insurance
• Parental benefits
• Adoption assistance
• Paid time off program with paid holidays plus 16 paid volunteer hours
• Various wellness programs
• Career path planning and continuing education

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