Policy Services Representative I​/II

Policy Representative I/II – Cabrillo Coastal General Insurance Agency, LLC – Gainesville, FL

Our Policy Services Representatives focus on communicating with insureds, agents, producers, and other representatives via telephone, live chat, and email to address new and renewal inquiries, policy servicing matters, first notice of loss (FNOL), and claims status requests. The team provides administrative and technical assistance to maintain accurate, complete, current claims files and ensure regulatory compliance.

• Communicate with insureds, agents, and other representatives through telephone, live chat, and email.
• Represent the company positively and provide exceptional care,, and service per guidelines and quality standards.
• Apply related knowledge, experience, and expertise to respond to product, policy service, underwriting, claims status, FNOL, and related inquiries.
• Perform pre‑underwriting and endorsement tasks such as obtaining insured information, processing endorsements, preparing new business submissions, completing underwriting referrals, and processing standard cancellations.
• Utilize company information systems, software programs, and approved applications efficiently.
• Provide generalized technical and administrative support, including maintaining policy service files, sorting and indexing emails, and researching returned mail.

• Accountability;
  Adaptability;
  Coachable;
  Collaborator;
  Dependable;
  Detail‑Oriented;
  Flexibility;
  Integrity;
  Multi‑Tasker;
  Positive “Can Do” Attitude;
  Quality‑Oriented;
  Self‑Starter;
  Service‑Oriented;
  Strong Work Ethic;
  Team Player.

• Active Listening;
  Asking Productive Questions;
  Diffusing Escalated Customer Conversations;
  Effective Decision‑Making;
  Information Review and Analyses;
  Interpersonal Communication;
  Keyboard entry speed of 45 WPM or more;
  Organization;
  Problem Analyses/Solving;
  Productivity;
  Time Management;
  Verbal and Written Communication.

• Business Writing, Grammar, and Punctuation Rules;
  Laptop Computer Operations;
  Standard Business Software and Web‑Based Engine Operations (e.g., Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft Teams, Google Chrome);
  Telephone and Email Business Etiquette Rules;
  Customer Service & Customer Experience Principles, Practices, Processes, and Terminology.

Current Florida 4‑40 Customer Service or Florida 6‑20 Adjuster License or the equivalent in state of residence.

High School Graduate or GED equivalent is required. 2‑4 years post‑secondary education is preferred.

I – Diverse backgrounds and skill sets will be considered. Customer service experience is preferred. II – 2+ years related customer service experience, preferably in property and casualty insurance field.