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. Qualifications 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. Skills & Competencies 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. #J-18808-Ljbffr 8AK American Hallmark General Agency