Insurance Customer Service Representative

Employment Type:

Regular

Employment Status:

Part-time without core benefits (some benefits available)

Job Category:

Investment / Insurance

Average weekly hours:

25

FLSA Type:

Non-Exempt

Required Schedule Availability:

Mon - Fri: Between the hours of 8:30am and 5:30pm

Work Location

This position is only eligible for in office/branch work arrangements.

Compensation
• Base Salary: The full salary range for Insurance Customer Service Representative position is $21.80 to $30.15 per hour, with new hires generally starting between $23.20 and $26.00 per hour based on relevant knowledge, skills, education, and experience. This range will be converted to semi-monthly ranges for full-time employees. This position is eligible to earn additional annual incentives.
• Annual Incentive: Team members receive an annual incentive based on their performance of 3-5 individual goals assigned at the beginning of the year. This incentive is calculated using the team member’s prior year eligible earnings and ranges from 0%-12% (with the average payout over the last three years being the max 12%).

Benefits

Our team’s well-being is a priority, and we’re proud to offer a comprehensive and holistic benefits package for team members and their families.
• 401(k) retirement plan (with guaranteed employer contributions)
• Paid time off for personal and volunteer hours, as well as 10 paid holidays per year Additional programs and benefits include wellness and educational reimbursements, an employee assistance program, discounted rates on select SELCO services, and more.

Position Overview

The Insurance Customer Service Representative is responsible for selling SELCO Group’s products and services while providing assistance to prospects and existing insurance clients through in-person, phone, and other electronic channels (i.e. email, chat).

Essential Functions
• Welcome and interact with internal and external customers in a warm and friendly manner, demonstrate a sincere interest and willingness to help in person, over the phone, and via e-mail.
• Maintain a professional, courteous, and helpful demeanor with team members, management, and members.
• Update client and insurance information with insurance companies and in SELCO Group’s insurance systems in a timely and accurate manner.
• Generate insurance sales through internal referrals and service existing policies.
• Finalize insurance sales by ensuring appropriate documentation is accurately completed in a timely manner.
• Perform various administrative duties e.g., distribute mail, order supplies, prepare letters and memorandums, facilitate meetings with team members, etc.
• Deepen client relationships by determining client needs and promoting and cross-selling SELCO companies’ products and services.
• Adhere to federal and state regulations, SELCO policies, confidentiality requirements, and other compliance obligations.
• Consistently achieve individual performance goals and contribute to department and organizational objectives.
• Demonstrate adaptability and leadership skills, and uphold SELCO’s Mission Statement, Corporate Values, Service Promises, and Exceptional Customer Service Standards.
• Represent SELCO with a high level of integrity and professionalism.
• Attend and actively participate in required meetings and trainings.
• Adapt to and support change to accomplish SELCO’s goals and objectives.
• Perform other duties as assigned.

Skills and Abilities

The position requires the following:
• Exceptional customer service skills by using the GVAL-HI approach to providing service. Greet people, Value them. Ask how you can help. Listen. Help them. Invite them back.
• Excellent written and oral communication skills; ability to communicate effectively and project a professional image when giving and taking information in writing, in person and over the phone.
• Ability to learn and competently use SELCO Group’s insurance software system.
• Ability to learn and apply each insurance company’s underwriting and application processes.
• Strong analytical ability with active listening skills.
• Sophisticated word processing and computer database skills, including knowledge of Microsoft Office software.
• Good interpersonal skills with the ability to work with individuals and groups at all organization levels; ability to work independently and as part of a team.
• Willingness and ability to receive, give, and assimilate coaching and feedback.
• Excellent time management, prioritization, and organizational skills with a high level of initiative, responsibility, and accountability, including flexibility to adapt to changing business needs and deadlines.
• Ability to recognize client needs and effectively sell company products and services and cross-sell Credit Union products and services.
• Ability to maintain confidentiality of sensitive information.
• Ability to work accurately with close attention to detail.
• Work ethic that includes dependability, punctuality, and a professional appearance and demeanor.
• Ability to concentrate in environment with background noise and complete or resume tasks despite interruptions.

Education and Experience
• High school diploma or equivalent; and
• At least two (2) years of customer service and sales experience; and
• Valid Property & Casualty License from the State of Oregon is required (this requirement may be waived for the first 90 days of employment); and
• Must be bondable.

Physical Demands

While performing the job duties, approximately 80% of the time is spent stationary at a desk. Balance of time (approximately 20%) is spent moving around work areas. Frequent communication occurs in person, over the phone, and in writing. This position requires the ability to view a computer screen and interpret printed materials and other documents. This position requires the ability to lift and transport up to 5 pounds, and there is an occasional need to stoop, kneel, or reach to access documents, equipment, and supplies.

Interaction and Work Environment

Reports To: SIS Operations & Service Manager, Vice President of Insurance Services
Work areas are inside in a climate-controlled environment with background noise.

Material and Equipment Used

Computer, phone, scanner, copier, fax machine, web camera, calculator/ten-key, general office supplies

Acknowledgement

I have received and reviewed a copy of the Insurance Customer Service Representative job description. I understand that this job description is not a contract of employment and in no way changes the at-will nature of the employment relationship with SELCO Group.

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