Customer Account Representative

About the Role

Great West Casualty Company is seeking a customer-focused and detail-oriented Customer Account Representative to join our Service Center team. This role involves serving as a primary point of contact for agents and insureds, providing exceptional service and support for policy servicing, billing inquiries, coverage changes, and account maintenance.

Key Responsibilities

• Provide service and support to agents and insureds throughout the life of their insurance policies.
• Answer inbound calls from agents and insureds regarding policies, coverage, billing, and account inquiries.
• Make outbound calls to gather information, provide policy updates, and resolve customer concerns.
• Respond to customer and agent inquiries through email in a professional and timely manner.
• Process policy changes, endorsements, and coverage modifications.
• Add or remove drivers and equipment from policies.
• Assist with permits and regulatory filings.
• Prepare and issue Certificates of Insurance (COIs).
• Review and process requests related to contracts with shippers and brokers.
• Answer billing questions and assist customers with billing-related service requests.
• Process premium payments and maintain accurate account information.
• Work closely with the Underwriting team to facilitate policy changes and ensure accurate policy servicing.
• Maintain detailed and accurate records of customer interactions and policy activity.
• Deliver outstanding customer service while building strong relationships with agents and insureds.

Requirements & Tech Stack

• Strong verbal and written communication skills.
• Ability to clearly understand and explain insurance concepts.
• Excellent customer service skills and professional telephone etiquette.
• Strong attention to detail and commitment to accuracy.
• Ability to prioritize multiple tasks and work effectively in a fast-paced environment.
• Strong problem-solving and critical-thinking abilities.
• Ability to work independently while collaborating effectively with internal teams.
• Comfortable working with technology and learning new systems.
• Positive attitude and willingness to learn and grow within the insurance industry.
• Proficiency in Microsoft Office, including Outlook, Word, and Excel.
• Strong computer and data entry skills.

Qualifications

• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• Customer service, insurance, call center, account servicing, or related office experience preferred.
• Experience working with billing, payment processing, or policy administration systems is a plus.
• Property & Casualty insurance experience is helpful but not required.

Licensing and Career Development

• Must obtain a Property & Casualty (P&C) Insurance License within 90 days of hire.
• Great West will pay for the required licensing training and testing.
• Employees who successfully obtain their P&C License within 90 days will receive a $1,000 salary increase.