Client Services Support Specialist - Inbound Calls

Berkshire Hathaway Homestate Companies; United States; Hybrid; USD 42,000 - 62,000; Full time

Benefits offered by this job

100% employer match up to 5% 401(k)

Medical, Dental and Vision

Educational Reimbursement

Learning & Development program

Educational reimbursement upfront

On-site gym and wellness program

Parental leave

Downtown parking

Job summary

National Indemnity Company (NICO) in Omaha, NE, is seeking a Client Services Specialist to deliver expert service to agents, insureds, and claimants. The role supports underwriting submission processing, data maintenance, and loss run handling, with a path to hybrid work after in-office training.

The position emphasizes accuracy, confidentiality, and strong English communication. A high school diploma and some college/work experience are required, along with solid Excel/Word skills and a

Qualifications

• High school diploma or GED and two years of college or equivalent work experience.
• 1+ years of work experience.
• Basic math proficiency.
• MS Office proficiency including Excel and Word.
• Strong customer service experience.
• Knowledge of basic insurance terms and coverages.
• Typing speed 35 WPM with accuracy.
• Knowledge of commercial auto and property rating and endorsements.
• Understanding of guidelines on acceptability and profitability of applications, accounts and policies.
• Familiarity with company, agency and department practices.

Responsibilities

• Provide excellent customer service to agents, insureds, claimants and others via phone and email.
• Respond to routine questions and service requests; escalate when needed.
• Research customer needs and route inquiries to the right department.
• Provide contact information for agents and affiliates.
• Support Underwriting by processing submission-related tasks.
• Provide submission status updates to agents by phone and email.
• Assist agents with second/third-level submission inquiries by locating underwriting resources.
• Update customer addresses and contacts across systems.
• Process loss run requests following procedures.
• Explain the loss run process to agents and direct complex inquiries.
• Handle workflow transactions and other admin processing for various units.
• Maintain accuracy, confidentiality and high customer satisfaction.

Skills

Customer service

Typing speed

Math proficiency

Communication

English grammar

Multi-system accuracy

Education

High school diploma or GED

Two years college or equivalent

Tools

Microsoft Office (Excel, Word)

Job description

Company: NICO National Indemnity Company Want to work for a company with unparalleled financial strength and stability that offers “large company” benefits with an exciting, friendly, and “small company” atmosphere? Our companies, as members of the Berkshire Hathaway group of Insurance Companies, provides opportunities for professionals interested in just that.

The Client Services Specialist provides excellent customer service to agents, insureds, claimants, and others contacting the Berkshire Hathaway Homestate Companies or the National Indemnity group of insurance companies. This role supports customer service, underwriting submission processing, customer information maintenance, and loss run request handling to ensure efficient service, accurate recordkeeping, and timely support for internal and external customers. This position will be with National Indemnity Company in Omaha, NE and is eligible for Hybrid work after a period of in-office training. This position is NOT eligible for employer visa sponsorship.

What Will You Do?

• Provide excellent customer service to agents, insureds, claimants, and others contacting the organization by phone and email.
• Respond to and resolve routine questions and service requests while identifying when inquiries should be escalated.
• Research customer needs and route calls and emails to the appropriate department or individual.
• Provide contact information for agents, affiliated companies, and other appropriate business contacts.
• Support Underwriting departments by processing submission-related activities, including indexing, preparing resource documents, and assigning priorities according to standardized procedures.
• Provide submission status updates to agents via phone and email.
• Assist agents with second- and third-level submission inquiries by identifying available underwriting resources when appropriate.
• Update and maintain customer address and contact information across multiple systems at the direction of Underwriting and Client Services teams.
• Process loss run requests received from agents and insureds in accordance with established procedures.
• Explain the loss run request process to agents and insureds and direct complex inquiries to the appropriate department.
• Support various business units by handling workflow transactions, misdirected or returned emails, correspondence, and other administrative processing activities.
• Ensure accuracy, confidentiality, and compliance while maintaining high levels of customer satisfaction.

What Are We Looking For?

• High school diploma or GED and two years of college or equivalent work experience required.
• One or more years of work experience.
• Basic math proficiency.
• Personal computer proficiency and experience with Microsoft Office applications, including Excel and Word.
• Strong customer service experience.
• Preferred Knowledge: Basic insurance terms and coverages.
• Typing speed of 35 WPM with accuracy.
• Knowledge of commercial automobile and property rating, policy coverages, and endorsements.
• Understanding of company guidelines regarding acceptability and profitability of applications, accounts, and policies.
• Familiarity with company, agency, and department practices and procedures.

Who Would Excel in This Role?

• Someone who enjoys helping customers and consistently delivers exceptional service experiences.
• A detail-oriented professional who values accuracy and thoroughness in every task.
• An effective communicator with strong written and verbal communication skills and excellent command of English grammar, spelling, punctuation, and sentence structure.
• An active listener who can assess customer needs and provide appropriate solutions or routing assistance.
• An organized self-starter who can effectively manage multiple priorities and deadlines.
• A collaborative team member who works well with others while remaining comfortable working independently.
• A dependable professional who maintains confidentiality and handles sensitive information appropriately.
• An individual who can document information clearly and accurately.
• A service-focused employee who remains positive and professional when interacting with customers, agents, and colleagues at all levels of the organization.
• A flexible team member who can adapt to changing business needs while maintaining quality and productivity standards.

Benefits, Perks and more!

• retirement and savings plan with immediate enrollment with 100% employer match up to 5%
• Medical, Dental and Vision for regular, full-time employees and eligible dependents
• a dedicated Learning & Development program for employees to grow personally and professionally
• 100% upfront Educational Reimbursement program
• subsidized downtown parking
• competitive time off policies including parental leave
• an Employee Assistance program and much more!

We want you to be involved! We offer Employee Resource Groups for volunteering, connecting with others, social gatherings, and professional development. We also regularly seek employees input through companywide surveys. We care about your health and wellbeing! Our Wellness program is integrated into the Company culture with an online wellness portal that offers a year-round, one-stop-shop to manage and track all areas of health, our Omaha office boasts a complimentary state-of-the-art onsite fitness center, and a robust wellness program.

Founded in 1940, National Indemnity Company (NICO) has become one of the leading property & casualty members of the Berkshire Hathaway Group of insurance companies, offering one of the widest selections of commercial insurance products in the industry and the highest possible financial strength rating by A.M. Best an A++XV rating. With the added diversity of three owned agencies, Northern States Agency, Pacific Gateway Insurance Agency, and Ringwalt & Lieshe Co., our employees embody the strength, stability, and integrity National Indemnity Company stands for. Joining our innovative corporate structure meshing “large company” benefits with a comfortable, “small company” atmosphere at our home office or at one of our owned agencies, your coworkers become family. We value our employees and what’s important to them – whether healthy living or philanthropy. We believe in investing in and encouraging our employees’ total well-being yields dividends time and time again. A comprehensive benefits package is available for regular, full-time employees, including health, vision, dental, life and disability insurance as well as a 401(k) with company match. We also proudly offer 100% upfront tuition reimbursement to regular, full-time employees, to further your education. Our Omaha office boasts a complimentary state-of-the-art, on-site gym, a robust wellness program, low-cost downtown parking, and numerous volunteer and networking opportunities with other emerging professionals.

Transparency in Coverage: NebraskaBlue.com/MRFs