Remote Underwriting Support Specialist - Bilingual

United Auto Insurance Agency, Inc.; Austin (TX); Remote; USD 38,000 - 60,000; Full time

Benefits offered by this job

401(k) Retirement Savings Plan with-em

Comprehensive Medical, Prescription, D

Paid Time Off, Holidays, and Leave

Flexible spending accounts

Basic Life Insurance and Voluntary

Voluntary Short Term and Long-Term DI

Job summary

United Automobile Insurance Company is seeking a Customer Service Representative II to support our Underwriting team remotely from Texas. The role focuses on assisting agents and policyholders with inquiries, underwriting guidance, and policy details while maintaining high service standards.

This position requires at least two years in insurance customer service, fluency in Spanish preferred, and the ability to manage a high volume of calls.

Qualifications

• Minimum 2-year customer service experience in a call center environment, preferably in insurance.
• Strong communication skills, both verbal and written.
• Excellent problem-solving abilities and attention to detail.
• Must be familiar with forms, procedures, regulations, coverage and business processes for assigned programs.
• Proficient in Word, Excel, Windows-based applications and internet usage.
• Must be able to exercise good judgment and state opinions assertively.
• Must be able to perform work effectively in a highly intense environment and handle multiple tasks and demands simultaneously.
• Customer-focused and empathetic.
• Ability to handle a high volume of calls while maintaining professionalism.

Responsibilities

• Manage inbound calls from policyholders, agents, and other team members with professionalism and courtesy.
• Assist customers, including agent partners from different states, with inquiries related to underwriting processes, policies, and procedures.
• Respond to and answer calls from agent partners, providing underwriting assistance and guidance as needed.
• Review submissions from agents and make underwriting decisions based on the documents received.
• Address customer and agent inquiries, concerns, and requests in a professional and timely manner.
• Troubleshoot web issues with agents, finding solutions prior to escalating to the team lead.
• Educate customers and agent partners on policy details, coverage options, and premium calculations.
• Verify and update customer and agent information in the underwriting system as needed.
• Communicate changes in policies and procedures to customers and agent partners.
• Maintain accurate and detailed records of customer and agent interactions and transactions.
• Ensure compliance with underwriting guidelines and document any deviations or exceptions.
• Review and work on underwriting suspense workflow as phone volume allows.
• Collaborate with agent partners and other departments, including claims and policy processing, to address customer and agent needs seamlessly.
• Participate in training sessions and stay updated on industry trends and underwriting policies.
• Conduct quality checks on customer and agent interactions to ensure compliance with company standards.
• Identify areas for process improvement and provide feedback to enhance customer service delivery.

Skills

Customer service

Call center

Insurance knowledge

Spanish bilingual

Multitasking

Education

High school diploma or equivalent

Some college coursework preferred

Florida 4-40/2-20 license a plus

Tools

Word

Excel

CRM software

Job description

United Automobile Insurance Company is seeking a Customer Service Representative II to support our Underwriting team remotely from Texas. The role focuses on assisting agents and policyholders with inquiries, underwriting guidance, and policy details while maintaining high service standards.

This position requires at least two years in insurance customer service, fluency in Spanish preferred, and the ability to manage a high volume of calls.