Policy Service Associate

Responsibilities

• Provide superior customer service via inbound calls and live chats in a contact center environment.
• Assist policyholders and agents with timely, accurate, and responsive information for auto and renters lines of business.
• Independently solve problems of varying scope and complexity.
• Identify, analyze, and own customer policy needs to ensure high customer satisfaction, growth, and retention.
• Respond effectively to requests from policyholders and agents regarding policy information, interpretation of policy billing and payments, and routine policy changes.
• Execute policy payments, endorsements, cancellations, reinstatements, and document requests with accuracy.
• Perform limited underwriting review and processing on new and existing business, using established underwriting guidelines.
• Maintain and update policy records in internal systems.
• Ensure compliance with company policies and regulatory requirements.
• Adhere to assigned schedule and be consistently reliable and dependable.
• Perform other duties as assigned.

• High school diploma or equivalent.
• Minimum 1 year experience in a call center/customer service environment.
• Experience in Personal Lines insurance preferred.
• Spanish language proficiency preferred.
• Basic/Intermediate Microsoft Office skills.

• Ability to build rapport and respond to customers in a compassionate manner; identify and exceed expectations by skillful listening and customizing the approach.
• Customer-oriented with consistent pleasant phone demeanor, patience with difficult callers, and ability to diffuse and assist irate/difficult callers.
• Strong interpersonal, written and verbal professional communication skills.
• Self-motivated, detail-oriented, highly organized, efficient, and able to multitask.
• Display ability to build trust, model positive behaviors, and display empathy toward others.
• Strong analytical and critical thinking skills.
• Ability to sit for prolonged periods of time.
• Flexible to work 10:00 am – 7:00 pm shift.

Hallmark Financial Services is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.