Insurance Customer Service Representative Job Description

Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

Tasks Performed

  • Check to ensure that appropriate changes were made to resolve customers’ problems.
  • Compare disputed merchandise with original requisitions and information from invoices, and prepare invoices for returned goods.
  • Complete contract forms, prepare change of address records, and issue service discontinuance orders, using computers.
  • Confer with customers by telephone or in person in order to provide information about products and services, to take orders or cancel accounts, or to obtain details of complaints.
  • Contact customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
  • Determine charges for services requested, collect deposits or payments, and/or arrange for billing.
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
  • Obtain and examine all relevant information in order to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.
  • Order tests that could determine the causes of product malfunctions.
  • Recommend improvements in products, packaging, shipping, service, or billing methods and procedures in order to prevent future problems.
  • Refer unresolved customer grievances to designated departments for further investigation.
  • Resolve customers’ service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
  • Review claims adjustments with dealers, examining parts claimed to be defective and approving or disapproving dealers’ claims.
  • Review insurance policy terms in order to determine whether a particular loss is covered by insurance.
  • Solicit sale of new or additional services or products.

Work Activities

No information available

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