Customer Service Representative I (Remote within Texas)

Location: Keller, TX, US, 76248 Houston, TX, US, 77002 Austin, TX, US, 73301 Dallas, TX, US, 75201 TX, US, 78006

Company: Wawanesa Insurance

We’re proud to give our employees the flexibility to choose how and where they want to work. In this role, you will work from home (remote). You may live and work anywhere within Texas.

The Wawanesa Mutual Insurance Company, founded in 1896, is one of Canada’s largest mutual insurers, with over $4 billion in annual revenue and assets of $12 billion. Wawanesa Mutual, with executive offices in Winnipeg, is the parent company of Wawanesa General, which offers property and casualty insurance in California and Oregon; Wawanesa Life, which provides life insurance products and services throughout Canada; and Western Financial Group, which distributes personal and business insurance across Canada. Wawanesa proudly serves more than two million members in Canada and the United States. Wawanesa actively gives back to organizations that strengthen communities where it operates, donating well above internationally recognized benchmarks for excellence in corporate philanthropy. Learn more at wawanesa.com.

We are currently looking for dedicated, driven, and enthusiastic individuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience and advancement on a growing team.

Job Overview
Join a team that is dedicated to providing award-winning member service! So dedicated that we were recognized by JD Power for having the highest customer satisfaction score four years in a row. In this exciting role, you will act as a professional insurance agent who can make policy changes and recommendations based on our member’s unique needs. If you have been searching for your forever company with an amazing compensation and benefits package, Wawanesa is the place for you! Let’s get together to discuss how we can get your career started today. The safety of our employees is very important to us. Candidates who are selected for this position will be trained virtually and must be able to work from home in a designated work area.

Starting pay is $16.91 per hour and above, depending on experience.

Schedule: Your training and regular schedule may be a split shift schedule (One day off during the week and one day off during the weekend).

• Monday through Friday, 11:15 a.m. to 7:45 p.m. Pacific Time
• Saturday 8:00 a.m. to 4:30 p.m. Pacific Time
• Start dates: Available start dates will be discussed during interviews

Job Responsibilities

• Resolve complex inquiries by analyzing data using multiple information systems and policy/contract manuals to determine proper course of action in a timely manner
• Deliver an exceptional and consistent customer experience in a fast-paced contact center environment
• Advise and assist customers with making policy and coverage changes and all other service requests while ensuring sufficient coverage for the policyholder
• Identify opportunities for upselling and cross-selling of various products and coverages
• Complete all transactions in accordance with company policy and PCI compliance
• Deliver superior results by achieving individual and departmental goals and objectives
• Using Wawanesa information systems, record and document customer interactions, details of inquiries, complaints and actions taken
• Retain policyholders through efficient and effective problem resolution and customer service skills
• Resolve escalated customer contacts through polite and professional communication
• Partner and communicate with other departments to maintain a quality customer experience
• Perform other duties as assigned

Qualifications

• High School diploma or equivalent required, College degree preferred
• Strong computer, phone, typing, grammar and multitasking skills
• Ability to provide an exceptional and consistent customer experience, while balancing efficiency and quality of work
• Strong active listening skills
• Ability to interpret and comply with company guidelines and procedures
• Must maintain high standards of confidentiality by maintaining sensitive information
• Ability to adapt to change and perform effectively in a fast-paced environment
• Demonstrate flexibility to work various work days, extended hours, including weekends, nights and holidays
• Ability to identify an issue, determine resolution, and complete action as required
• Foster teamwork, positive morale, and open communication
• Current Fire and Casualty Broker-Agent or Personal Lines Broker-Agent license required or ability to complete licensing within the first 90 days of employment (if needed, company will provide course training and cover applicable license fees)
• In order to work the Spanish-speaking queue, fluency in Spanish is required.
• Previous insurance and or call center experience preferred.

Wawanesa General Insurance Company is an equal opportunity employer and is committed to a diverse workforce. Wawanesa provides equal employment opportunity to all employees and applicants without regard to an individual’s protected status: race/ethnicity, color, religion, creed, sex/gender, sexual orientation, gender identity/expression, marital status, pregnancy/childbirth or related conditions, national origin, disability, military or veteran status, or any other protected status. If you are a qualified individual with a disability, you have the right to request a reasonable accommodation to assist in the application process. You may request reasonable accommodations by calling the Human Resources department at 858-874-5404 or emailing Human Resources at [email protected].

If you are interested in this exciting, challenging position with Wawanesa, apply today with your Resume.

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Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth