Insurance Customer Service Representative

Jesse Leal - State Farm Agency; Albuquerque (NM); On-site; USD 30,000 - 42,000; Full time

Benefits offered by this job

Performance bonuses

Career growth opportunities

Collaborative work environment

Job summary

Leal Insurance & Financial Services, Inc. is seeking an Insurance Customer Service Representative to join our Albuquerque team. This full-time role focuses on delivering exceptional client experiences through organized workflow, proactive communication, and attentive service.

You will engage with clients on billing, policy changes, and service requests, while supporting the agency owner and team. Growth opportunities exist as you develop insurance knowledge and licensing credentials.

Qualifications

• Strong organizational skills and ability to manage multiple responsibilities.
• Dependable with strong follow-through.
• Professional written and verbal communication.
• Willingness to learn new technology and procedures.
• Interest in learning insurance products, agency procedures, and industry best practices.
• Existing insurance licensing is a plus; licensing will be required as the position develops.

Responsibilities

• Review incoming service needs and help plan and organize the agency’s daily workflow.
• Assist clients with billing inquiries and account updates.
• Coordinate service requests and follow up to ensure timely completion.
• Support policy management including certificates and changes.
• Maintain accurate tasks and documentation using Salesforce and other agency systems.
• Schedule appointments for the agency owner and follow up to confirm or reschedule.
• Prepare customer profiles for policy and financial discussions.
• Identify outstanding insurance needs and ensure effective follow-up.
• Assist with marketing initiatives, social media, and community activities.

Skills

Organizational skills

Dependable

Communication skills

Willingness to learn

Bilingual English/Spanish (preferred)

Tools

Salesforce

Job description

Leal Insurance & Financial Services, Inc. is seeking an Insurance Customer Service Representative to join our team in Albuquerque, New Mexico. As a full-time team member, you will play a crucial role in ensuring exceptional client experiences and supporting the seamless operation of our agency. This opportunity is ideal for individuals who thrive in a fast-paced environment, are eager to learn about the insurance industry, and are passionate about helping others. With a focus on proactive communication, organization, and attention to detail, this role offers the potential to grow professionally and develop valuable insurance expertise.

As an Insurance Customer Service Representative, you will be responsible for much more than simply answering phones or handling individual customer requests. You will actively engage in organizing daily office workflow, monitoring client needs from initiation to resolution, and anticipating the next steps to deliver a superior customer journey. Your actions will ensure that the agency operates smoothly, that clients feel supported at every touchpoint, and that the agency owner and service team are empowered to provide outstanding service.

Our agency is committed to building long-term relationships with our clients by understanding their unique situations, anticipating their future insurance needs, and following through on every commitment. We believe that while everyone can contribute to client success, accountability and ownership of outcomes are essential. In this role, you will have the opportunity to make a meaningful impact on both the agency’s daily operations and the lives of our customers, making it a rewarding career choice for motivated professionals.

Working in Albuquerque, New Mexico, offers a vibrant community and a supportive environment, making it an attractive place for professionals in the insurance field. If you are seeking a dynamic work setting where your organizational and customer service skills are valued, and you have the drive to excel in the insurance sector.

Insurance Customer Service Representative - Summary

• Full-time position supporting agency operations and customer service functions.
• Opportunity to develop deep insurance knowledge and take on increasing responsibility as you grow with the team.
• Engage with customers to address their insurance needs, coordinate service requests, and manage agency workflow.
• Work closely with the agency owner and service team to ensure organized, efficient operations.

Duties & Responsibilities

• Review incoming service needs and help plan and organize the agency’s daily workflow.
• Assist clients with billing inquiries, payment processing, and account updates.
• Coordinate and follow up on business insurance service requests, ensuring timely completion.
• Support policy management including certificates, policy changes, vehicle and driver updates, documentation, and underwriting requests.
• Facilitate and track claims-related customer calls and ensure appropriate follow-up.
• Maintain accurate tasks, follow-ups, and professional documentation using Salesforce and other agency systems.
• Manage appointment scheduling for the agency owner and follow up as needed to confirm or reschedule customer meetings.
• Prepare customer profiles in advance of insurance and financial discussions, ensuring all information is up to date.
• Contact customers to schedule, confirm, or adjust appointments as necessary.
• Identify outstanding insurance needs in auto, fire, and life categories and ensure effective follow-up occurs.
• Assist with agency marketing initiatives, social media management, and community activities, prioritizing customer and operational responsibilities first.

Salary & Benefits

• Annual base salary range: $30,000 - $42,000, dependent on experience and qualifications.
• Performance bonuses available based on individual and team achievements.
• Opportunities for advancement and increased earning potential as you develop your insurance expertise and take on greater responsibility within the agency.

Qualifications & Requirements

• Strong organizational skills and ability to manage multiple responsibilities simultaneously.
• Dependable with a commitment to strong follow-through on assigned tasks.
• Comfortable communicating professionally via phone, email, text, video, and in person.
• Proficient in written and verbal communication, with attention to professionalism and accuracy.
• Willingness to learn new technology and adapt to structured tasks and documentation systems.
• Ability to prioritize urgent needs while maintaining progress on routine work.
• Interest in learning about insurance products, agency procedures, and industry best practices.
• Proactive mindset with the ability to anticipate needs rather than waiting for instructions.
• Bilingual English/Spanish skills are preferred but not required.
• Previous experience in insurance, financial services, customer service, or a professional office environment is helpful but not mandatory.
• Existing insurance licensing is a plus; appropriate licensing will be required as the position develops (training provided).

Ideal Candidate Snapshot

• Highly organized and comfortable managing multiple responsibilities in a fast-paced environment.
• Dependable, with strong attention to follow-through and accountability.
• Excellent interpersonal and communication skills, both written and verbal.
• Adaptable and eager to learn new systems and procedures.
• Proactive, able to anticipate needs, and willing to take ownership of outcomes.
• Interest in building a long-term career in the insurance industry and developing professional expertise.

Other Relevant Information

• Leal Insurance & Financial Services, Inc. is committed to fostering a collaborative and supportive work environment.
• This position offers a clear path for professional growth and advancement within the insurance sector.
• Insurance Customer Service Representative roles are in high demand, making this opportunity an excellent step for those looking to enter or advance in the industry.
• The agency values proactive problem-solving, customer-focused service, and a commitment to excellence.