About the position
Responsibilities
• Facilitate the Property & Casualty member experience by answering inbound and outbound phone calls, emails, and other contacts from members.
• Apply proficient knowledge of personal lines insurance to assist members with moderately complex quotes, binding new business, rating, policy, billing, payment, underwriting, contract and coverage provisions, and premium changes for insurance products and services.
• Prepare the respective trailing documents for all states and/or international requirements and offerings.
• Identify, assess and understand member needs while consistently providing complete and accurate advice and solutions for insurance products and services.
• Provide detailed issue diagnosis while minimizing transfers, escalations and call backs.
• Use the tools and resources available to support members with some assistance.
• Effectively operate in a contact center environment and navigate multiple systems/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.
Requirements
• High School Diploma or GED equivalent
• 1 year of customer service experience supporting auto and property insurance
• Strong interpersonal and communication skills to build rapport with prospective and existing members
• Ability to prioritize and multi-task, including navigating through multiple business applications
• Ability to apply knowledge and understanding of insurance regulatory and compliance requirements
Nice-to-haves
• Current third-party call center employee supporting USAA’s Insurance Sales & Service contact center for the last 12 months
• Currently hold state licenses in all states (except Massachusetts)
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 assistance
