Insurance Customer Service Representative Job Description: Salary, Duties, & More (2022)

Table Of Contents

  • Insurance Customer Service Representative Job Duties
  • Insurance Customer Service Representative Job Requirements
  • Insurance Customer Service Representative Skills
  • Insurance Customer Service Representative Work Environment
  • Insurance Customer Service Representative Trends
  • How to Become an Insurance Customer Service Representative
  • Advancement Prospects
  • Job Description Example
  • Similar Jobs

Insurance customer service representatives are the face of an insurance company. They interact with customers on a daily basis, helping them to understand their policies and answer any questions they may have about coverage or claims.

In this role, it’s important that they maintain strong interpersonal skills. They need to be able to listen carefully to customer concerns and questions, as well as communicate clearly back to them in a way that is both professional and empathetic.

Insurance Customer Service Representative Job Duties

Insurance customer service representatives typically have a wide range of responsibilities, which can include:

  • Calculating insurance premiums based on customer data, including rates based on age, driving history, previous claims, and other criteria
  • Explaining coverage details to customers, including how specific products work or what types of claims can be filed
  • Handling customer accounts and processing payments to ensure that premiums are paid on time or claims are paid in a timely manner
  • Interacting with other departments within an insurance company to answer questions about policies or claims status
  • Monitoring the status of open claims to ensure that they are being handled properly by adjusting agents or other staff members as needed
  • Helping customers understand their insurance options and choose the best plan for them based on their needs and budget
  • Explaining coverage details to customers, including how specific products work or what types of claims can be filed
  • Processing applications for new policies and updating existing policies with any changes in coverages or premiums
  • Working with agents and brokers to process claims in accordance with state regulations
  • Handling customer inquiries about policies or claims status

Insurance Customer Service Representative Salary & Outlook

Insurance customer service representatives’ salaries vary depending on their level of education, years of experience, and the company they work for.

  • Median Annual Salary: $38,000 ($18.27/hour)
  • Top 10% Annual Salary: $60,500 ($29.09/hour)

The employment of insurance customer service representatives is expected to decline over the next decade.

Automation and the use of mobile apps are expected to reduce the need for these workers in insurance companies. Automated phone systems and mobile apps allow customers to conduct some transactions without talking to a representative. As a result, fewer customer service representatives will be needed.

Insurance Customer Service Representative Job Requirements

To become an insurance customer service representative, you may need:

Education: Entry-level insurance customer service representatives are typically required to have a high school diploma or equivalent. Some employers prefer candidates who have a bachelor’s degree in a related field, such as business or communications.

Training & Experience: Most companies require their insurance customer service representatives to complete a training program before they begin working in the role. These programs are usually between one and three months long and teach candidates the basics of the job, including how to use the company’s computer systems, how to interact with customers and how to handle common customer service issues.

Certifications & Licenses: While certifications are not usually a requirement for a role as an insurance customer service representative, they can help you impress potential employers.

Insurance Customer Service Representative Skills

Insurance customer service representatives need the following skills in order to be successful:

Active listening: Active listening is the ability to hear and understand what a customer is saying. It’s important to listen to your customers to ensure you understand their needs and can provide them with the correct information. You can also use active listening to build a rapport with customers and show them you care about their needs.

Empathy: Empathy is the ability to understand and share another person’s feelings. As an insurance customer service representative, empathy is an important skill to have when interacting with customers. You may encounter customers who are frustrated, angry or upset, and empathy can help you better understand their feelings and respond to them in a way that makes them feel better.

Problem-solving: Problem-solving is the ability to identify the source of a customer’s issue and provide a solution. As an insurance customer service representative, you may be the first point of contact for customers with questions or concerns. You may need to identify the source of their issue and direct them to the appropriate department or representative. You may also need to provide a solution to their problem.

Persuasion: Persuasion is the ability to convince someone to do something. As an insurance customer service representative, you may need to persuade customers to purchase a new policy or change their current one. You can use persuasion to convince customers to take action to protect themselves from financial loss.

Organization: Insurance companies often have complex policies and procedures, so it’s important for customer service representatives to be organized. Organization skills can help you manage your workload, complete tasks on time and provide accurate information to customers. You can also use organization skills to help customers find the information they need.

Insurance Customer Service Representative Work Environment

Insurance customer service representatives typically work in call centers or offices. They may be required to work evenings or weekends to accommodate the schedules of their customers. The work can be stressful because of the need to handle customer inquiries and complaints in a professional and efficient manner. Insurance customer service representatives must have excellent communication and customer service skills. They also need to be able to type quickly and accurately to enter data into the computer system.

Insurance Customer Service Representative Trends

Here are three trends influencing how insurance customer service representatives work. Insurance customer service representatives will need to stay up-to-date on these developments to keep their skills relevant and maintain a competitive advantage in the workplace.

The Growth of Digital Insurance

The insurance industry is rapidly evolving, as more and more customers are turning to digital channels to purchase policies. This trend is causing a shift in the way that insurance companies do business, as they need to be able to provide customer service through digital channels.

As a result, insurance customer service representatives will need to be well-versed in using digital tools to help customers find the right policy and answer their questions. They will also need to be able to use data analytics to identify trends and improve the customer experience.

More Use of Chatbots

As chatbots become more popular, businesses will start to use them for customer service purposes. This means that insurance customer service representatives will need to be familiar with chatbots and how to use them to help customers.

Chatbots can be very helpful for customers who have simple questions or who just want to get information about products and services. By using chatbots, businesses can save money on staffing costs and provide a better customer experience.

Greater Focus on Customer Experience

The insurance industry is shifting its focus towards customer experience. This means that customer service representatives will need to be prepared to deal with difficult situations and provide excellent customer care.

In order to be successful in this environment, customer service representatives will need to be able to handle tough conversations and understand what makes customers happy. They will also need to be able to communicate effectively with customers and be able to solve problems quickly.

How to Become an Insurance Customer Service Representative

An insurance customer service representative career can be a great way to start your career in the business world. It’s a field that offers many opportunities for growth, and it’s important to take advantage of these opportunities as they arise.

One of the best ways to advance your career is by taking on additional responsibilities. If you see an opportunity to take on more responsibility, go for it! This will show your manager that you are willing to take on extra work and that you have what it takes to succeed in this industry.

Another way to advance your career is by networking with other professionals in the industry. Attend industry events and meet people who work in different areas of insurance. This will help you learn about new trends and developments in the industry and make connections that can lead to future job opportunities.

Related: How to Write an Insurance Customer Service Representative Resume

Advancement Prospects

The most common way to advance in this career is to move up within your current company. Many insurance customer service representatives start out in entry-level positions and are promoted to senior customer service representative or customer service supervisor after a few years. Some customer service representatives may also move into management positions.

With experience, some customer service representatives may move into related jobs, such as claims adjuster, underwriter, or sales agent. Others may become self-employed insurance agents or brokers.

Insurance Customer Service Representative Job Description Example

At [CompanyX], we understand that our customers are the lifeblood of our business. We are looking for an experienced customer service representative to join our team and provide outstanding service to our insurance customers. The ideal candidate will have experience working in the insurance industry, handling customer inquiries and complaints. He or she will be a patient and empathetic listener, with the ability to defuse difficult situations. The customer service representative will be responsible for maintaining a high level of customer satisfaction by providing accurate and timely information.

Duties & Responsibilities

  • Answer customer inquiries via phone, email, and in-person regarding insurance policies, billing, and claims
  • Investigate and resolve customer complaints in a timely and professional manner
  • Process policy changes and cancellations per company procedures
  • Update customer information in the company database
  • Generate quotes for new and renewal business
  • Cross-sell additional products and services to customers
  • Process payments from customers
  • Refer complex customer issues to supervisor or manager
  • Maintain up-to-date knowledge of company products, services, and procedures
  • Adhere to all company policies and procedures
  • Meet or exceed individual and team performance goals
  • Participate in ongoing training and development opportunities

Required Skills and Qualifications

  • High school diploma or equivalent
  • 1-3 years customer service experience, preferably in the insurance industry
  • Exceptional communication skills, both written and verbal
  • Strong interpersonal skills
  • Ability to work independently and as part of a team
  • Proficient in Microsoft Office, with aptitude to learn new software and systems

Preferred Skills and Qualifications

  • Associate’s degree or higher
  • Bilingual (English/Spanish)
  • Property and casualty insurance license
  • Experience with CRM software

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  • Call Center Representative
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