Personal Lines Customer Service Rep

National General is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers’ evolving needs. We offer home, auto and accident and health insurance, as well as other specialty niche insurance products, through a large network of independent insurance agents, as well as directly to consumers. 

Job Description

This position is remote and will be responsible for handling moderate to complex inquiries, addressing various types of policies and billing inquiries from internal or external customers in an efficient, professional, and accurate manner. The role involves resolving service concerns, documenting customer requests, and completing changes to policies. Service to customers may include inbound/outbound calls, incoming correspondence, other communication sources, and call transfers for service transactions. The ideal candidate will possess a Personal Lines License to effectively manage policy-related inquiries. The ideal candidate will have a Personal Lines License OR Property & Casualty License and a passion for delivering exceptional customer service.

National General Insurance, an Allstate Company, is looking for a Personal Lines Customer Service Representative to join our remote team. In this role, you'll handle moderate to complex policy and billing inquiries, resolve service concerns, and complete policy changes. The ideal candidate will have a Personal Lines License OR Property & Casualty License and a passion for delivering exceptional customer service.

** We currently do not hire in CA, WA, CO or NY

Key Responsibilities

• Inputs and tracks into the appropriate databases.

• Remain current on new marketing campaigns in order to respond appropriately to marketing related inquiries using all available resource tool.

• Be able to handle any requests regarding customer documentation (to include all documents sent out by our company) and be able to clearly explain them including any follow-ups required on our customer’s part and updates as warranted

• Working knowledge of insurance policies and related processes and procedures.

• Demonstrates accuracy in processing changes to customer policies based on the information provided and identifies opportunities for cross sales (if applicable).

• Employs probing questions and actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller’s situation.

• Ensure facilitation of first call resolution and customer satisfaction on all transactions handled.

• Resolve routine, complex, and unique questions/issues.

Education

• High School Diploma or GED (Preferred)

Experience

• 0-2 years experience (Preferred)

Supervisory Responsibilities

• This job does not have supervisory duties.

Education & Experience (in lieu)

• In lieu of the above education requirements, an equivalent combination of education and experience may be considered.

Functional Skills:

• Customer Service Expertise
  • Ability to interact professionally with customers, addressing inquiries and resolving issues efficiently to ensure satisfaction.

• Product Knowledge
  • Understanding of personal lines insurance products, including auto, home, and renters’ insurance, with the ability to explain coverage and options.
• Problem Solving & Critical Thinking
  • Skilled in analyzing moderate to complex issues, evaluating options, and making independent decisions to ensure first-call resolution and a positive customer experience.
• Data Entry and Documentation
  • Accurate in documenting customer interactions and processing changes to policies while maintaining attention to detail.
• Communication Skills
  • Clear and effective verbal and written communication with customers and internal teams, utilizing call center systems to manage inquiries.
• Time Management & Multitasking
  • Ability to prioritize tasks effectively, manage multiple responsibilities simultaneously, and maintain accuracy under pressure.

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Compensation

Base compensation offered for this role is $19.00 hourly and is based on experience and qualifications.

At National General, great things happen when our people work together. That’s why when you join our team, we make sure it isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. And one where you can impact the future for the greater good.  

You’ll do all this in a