Insurance Customer Service Agent; P&C Licensed

Position Overview

Location:

Killeen, TX.

We are hiring licensed insurance customer service agents to support inbound customer service, help desk, and back‑office processing representatives. In this role, you will provide full lifecycle customer service and sales to assist customers in understanding their coverages and selecting the right products, services and best solutions to meet their personal financial needs. A Property and Casualty license is required.

• Serve as customer service contact for inbound interactions.
• Utilize proper procedures and documented knowledge articles to achieve first contact resolution and assist in policyholder retention.
• Document ancillary business and customer interaction information.
• Leverage opportunities to expand customer interactions to learn more about current and future needs.
• Demonstrate a commitment to customer service, adding new customers while maintaining service levels and seeking multi‑lining opportunities with existing accounts.
• Leverage sales, marketing, and influence skills to assist with acquisition and retention of policyholders.
• Escalate problems or inquiries as needed.
• Use multiple applications to gather necessary information and notify business partners regarding messages, inquiries, and claim reporting.
• Utilize knowledge base and training to accurately answer customer questions and sell appropriate products and services.
• Utilize systems and technology to complete account management tasks.
• Comply with requirements surrounding confidential information and personal information.
• Attend meetings and training and review all new training material to stay up to date on changes to program knowledge, systems, and processes.
• Adhere to all attendance and work schedule requirements.

• 18 years of age or older.
• High school diploma or equivalent.
• Excellent organizational, written, and oral communication skills.
• Typing speed of 20+ words per minute.
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Basic understanding of Windows operating system.
• Highly reliable with the ability to maintain regular attendance and punctuality.
• Ability to evaluate, troubleshoot, and follow up on customer issues.
• Aptitude for conflict resolution, problem solving, and negotiation.
• Customer service oriented (empathetic, responsive, patient, and conscientious).
• Ability to multi‑task, stay focused, and self‑manage.
• Strong team orientation and customer focus.
• Ability to thrive in a fast‑paced environment where change and ambiguity are prevalent.
• Excellent interpersonal skills and the ability to build relationships with your team and customers.
• Property and Casualty license.

• One year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center environment.
• State or Federal work experience.

• Paid Time Off (PTO) and paid holidays.
• Incentives and rewards including cash bonuses and prizes.
• Health benefits:
  
  comprehensive medical, dental, and vision coverage after 60 days of employment; MEC plans after 30 days.
• Retirement savings programs where available.
• Disability insurance.
• Life insurance options.
• Supplemental insurance (accident and critical illness).
• Career growth opportunities.
• Paid training.
• Team‑oriented culture.
• Casual dress code.

• Must be authorized to work in the country where the job is based.
• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.
• Must be willing to submit to a drug screening.

The role operates in a professional office environment. Employees are largely sedentary and will sit or stand for long periods while using a computer and telephone headset. They will regularly operate a computer and other office equipment, including phone, copier, and printer. Movement may be required within the office, including reaching and raising objects up to forty (40) pounds.

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested…