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JR
Jeffery Roth Insurance Agency
Licensed Insurance Customer Service Professional
Career Insights for Insurance Customer Service Representative
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Scorecard
Based on Pennsylvania data
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What they do
An Insurance Customer Service Representative responds to customer inquiries about insurance, provides information about insurance products and services, and reports insurance claims. May explain insurance coverage or assist customers with adding or changing coverage. Handles or resolves customer complaints. Keeps records of customer communications and transactions.
$48,923 / year median in Pennsylvania
-8% projected decline
Job Description
Licensed Insurance Customer Service Professional Provide exceptional customer service and insurance support to policyholders, prospective clients, and agency partners. Assist customers with policy questions, coverage information, billing inquiries, claims guidance, and policy changes while ensuring compliance with state insurance regulations and company policies. Key Responsibilities Serve as a knowledgeable and professional point of contact for customers regarding re-shopping insurance policies, coverage, premiums, billing, and policy changes. Explain insurance products and coverage options clearly and accurately based on customer needs. Process policy updates, endorsements, renewals, cancellations, payments, and other account changes. Assist customers with claims-related questions and coordinate with claims departments when necessary. Identify customer needs and recommend appropriate insurance products or coverage enhancements within licensing and regulatory guidelines. Maintain accurate customer records and document all interactions in agency management and CRM systems. Handle inbound calls, emails, and customer inquiries promptly while maintaining a high level of professionalism. Resolve customer concerns and complaints efficiently while working to achieve high customer satisfaction. Maintain current insurance licenses and complete required continuing education and compliance training. Follow applicable state and federal insurance regulations, company procedures, and privacy requirements. Meet or exceed service, retention, sales, quality, and productivity goals. Preferred Qualifications Active state insurance license appropriate to the products being serviced or sold. 1-3+ years of insurance customer service, agency, call center, or financial services experience. Strong knowledge of personal or commercial insurance products. Excellent verbal and written communication skills. Strong problem-solving, organization, and attention-to-detail abilities. Proficiency with CRM, agency management, Microsoft Office, and other customer service systems. Ability to handle multiple priorities in a fast-paced, customer-focused environment.