FBS Customer Service Representative

Insurance Specialist

Our client is one of the United States' largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our client is part of one of the largest insurance groups in the world.

Team Function

Assists internal and external customers with moderately complex issues related to insurance matters. Delivers exceptional service while proactively seeking feasible solutions within compliance and legal requirements. Communicates with customers via multiple channels while navigating multiple systems and platforms.

About the Role

Receives and responds to inquiries related to insurance matters.

Interacts with customers, agents, and others to resolve moderately complex issues regarding policy provisions and conditions.

Evaluates and interprets policy information within prescribed authority limits.

Accesses account information and communicates while working in multiple systems.

Uses account information, deep product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations or decisions.

Documents customer interactions and outcomes thoroughly in system.

Escalates unresolved issues requiring advanced support for further resolution.

Builds knowledge and acumen through self-directed learning.

Stays informed about underwriting and policy guidelines and other updates including compliance and legal requirements.

Helps maintain department knowledge resources to keep them current.

Performs other duties as assigned.

Actively listens to customer concerns to identify trends or patterns.

Recognizes opportunities for process improvement and makes recommendations to leadership.

Partners with various departments including Policy Support, Claims and Underwriting to respond to customer inquiries.

May work with external vendors to further address customer needs.

Adheres to assigned, tightly regulated schedule and follows procedures for requesting time off.