Agent & Client Services Representative

This position requires interaction with the agency force and clients to provide information to answer questions about products, services, and procedures as they relate to policies and claims. The inquires come primarily from inbound telephone calls. Employees, in this position, will also work to resolve complaints as well as process policy change requests to new and existing business.

The following are the usual, basic and essential functions of the position. These functions are not to be construed as an exhaustive list of all responsibilities, duties and skills required.

Essential Job Functions

• Handle high call volume (average 100 calls per day).Resolve customer grievances
• Answer questions about products, services and processing procedures
• Process endorsements and policy changes
• Take payments on new and existing accounts
• Note details of all calls and/or transactions on the policy or claim file
• Utilize our internal claims system to record, track and monitor insurance claims
• Respond to all inbound agent and client calls and written correspondences in a timely and professional manner
• Manage and utilize time effectively to ensure department meets required service levels for improved customer satisfaction results
• Rely on experience and judgment
• Ability to accomplish daily goals
• Have regular and reliable attendance
• Adhere to policies and procedures of employee handbook
• Perform other duties as assigned

Required Knowledge, Skills & Ability

• Cursory knowledge of UPCIC manuals, policies and procedures
• Working knowledge of Level 1 Endorsements
• Positive work record and evaluations
• Exemplary attendance record and demonstrated job stability
• Reading, writing, typing and computing skills necessary to do the job
• Excellent communication and interpersonal skills
• Excellent reading comprehension and writing skills
• Ability to manage multiple tasks simultaneously
• 10 key typing
• Proficient in Microsoft Office including Word, Excel and Outlook
• Florida Insurance Licensure: 20-44 or 220Ability to speak other languages is a plus

Benefits

• Medical, dental and vision insurance (post 60-day probationary period)
• 401(k) Retirement Plan with a Company match up to 5% of your contribution and match is fully-vested (post 90-day probationary period)
• Paid vacation (post 90-day probationary period)
• Free health club membership
  

Universal Insurance Holdings, Inc. is an Equal Opportunity Employer. We consider the best qualified individuals available, without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

By submitting your resume for this position, you understand and agree that Universal Insurance Holdings, Inc., may share your resume, as well as any other related personal information or documentation you provide, with its subsidiaries and affiliated companies for the purpose of considering you for other available positions.