Customer Service Representative - IB

USI Insurance Services; Matawan (NJ); On-site; USD 45,000 - 50,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Paid holidays

401(k)

Job summary

USI Insurance Services is seeking a Customer Service Representative in Matawan, NJ to provide high-level support for assigned client accounts. You will handle calls, document interactions, and work with carriers to resolve claims while maintaining service standards.

You will also assist with renewals, billing tasks, and general client support, contributing to retention and client satisfaction. The role requires collaboration with account executives and a commitment to accuracy and timely

Qualifications

• 2 years+ of insurance experience.
• High school diploma or equivalent required.
• Must hold a current insurance license or willing to obtain.
• Comfortable with internet-based programs and Microsoft Office products.
• Detail oriented and prioritizes accuracy.
• Strong verbal, written, and interpersonal communication skills.
• Strong organizational, multi-tasking, and prioritizing skills.
• Ability to work in a team environment and across all organizational levels.
• Ability to be flexible and adaptable to changing priorities and deadlines.
• Ability to follow policies, procedures, and regulations.

Responsibilities

• Professionally handle all incoming and outbound client calls, including documenting, researching, completing forms, and following up.
• Work with customers and carriers to resolve claims issues for assigned clients.
• Process all incoming work volume within established goals and parameters.
• Review pending client issues to ensure completion and timely follow-up.
• Contribute to the team’s customer service metrics and goals.
• Consult with assigned clients on annual open enrollment renewals and carrier options.
• Assist with accounting tasks, billing discrepancies, and client communications.
• Support account executives with client issues and sales support tasks.
• Assist with new business case implementations and changes for clients.
• Make outreach calls to new clients during transitions to USI and to support retention.
• Provide monthly reports of accounts and reasons for cancellations.
• Maintain knowledge of assigned clients, contacts, products, and processing procedures.
• Maintain relationships with carriers and escalate system issues when needed.

Skills

Insurance experience

Customer service

Communication skills

Microsoft Office

Detail oriented

Teamwork

Education

High school diploma or equivalent

Tools

Internet-based programs

Job description

General Description

Provide a high level of customer service and client retention. Demonstrate thorough knowledge of all programs, client base, and systems. Maintain a working knowledge of all operations in the department.

Responsibilities

• Professionally handle all incoming and outbound client calls. Includes documenting, researching, completing forms, and following up as needed.
• Work with customers and carriers to resolve claims issues for assigned clients.
• Process all incoming work volume within the established goals and parameters.
• Review pending client issues to ensure completion and follow up on open items. Includes acknowledgement within 24 hours and follow‑up/resolution within 3 business days.
• Contribute to the team’s customer service phone goals for Average Speed of Answer and Abandonment Rate.
• Consult with assigned clients on annual open enrollment renewal. Includes options and alternative carriers.
• Assist with accounting related tasks. Includes contacting clients with delinquent and non‑payment accounts to obtain payment. Generate billing discrepancies reports and correct billing errors.
• Assist account executives and sales producers with client issues and sales support tasks.
• Support assigned team in new business case implementation and/or existing customer changes. Includes assistance as needed with set up of ancillary accounts.
• Complete outreach calls to new clients during their transition to USI, including:
• Proactively contact for renewal and retention of all assigned accounts.
• Follow‑up with clients requesting cancellations.
• Provide monthly report of accounts, including cancellation reason.
• Demonstrate thorough knowledge of all assigned clients. Includes key contacts within a company or association, product lines, and processing procedures.
• Make scheduled courtesy calls to assigned accounts.
• Maintain strong relationships with carriers.
• Advise management of escalated system issues affecting retention and service levels.

Knowledge, Skills, and Abilities

• 2 years + of insurance experience.
• High school diploma or equivalent required.
• Must hold a current insurance license or willing to obtain.
• Comfortable with internet‑based programs and Microsoft Office products.
• Detail oriented and prioritizes accuracy.
• Strong verbal, written, and interpersonal communication skills.
• Strong organizational, multi‑tasking, and prioritizing skills.
• Ability to work in a team environment and across all organizational levels.
• Ability to be flexible and adaptable to changing priorities and deadlines.
• Ability to follow policies, procedures, and regulations.

USI is committed to providing a full‑suite of competitive benefits for our growing population and its diverse needs. We offer a wide range of health, welfare and financial benefits including medical, wellness, dental and vision, 401(k), flexible spending and health savings accounts, short and long‑term disability, life insurance and other unique employer‑sponsored and voluntary programs. USI also offers a generous paid time off policy, paid family leave benefit as well as paid holiday time.

Salary Range: $45,000-$50,000 (depends on experience). This is a bonus‑eligible position with a target incentive of 5%.