Insurance Customer Service Representative

This position is only eligible for in office/branch work arrangements.

• Base Salary: 
  • The full salary range for the Insurance Customer Service Representative position is $22.50 to $30.75 per hour, with new hires generally starting between $23.20 to $25.20 per hour, based on relevant knowledge, skills, education, and experience.
  • Spanish-language differential: Candidates who pass the Spanish language assessment will be eligible to earn an additional $1-$2 per hour.
• Annual Incentive: In addition, all SELCO Insurance Service team members are eligible for an annual incentive bonus based on the completion of 3-4 team and individual goals, set by your supervisor at the beginning of each year. The total incentive received is calculated based on the percentage of the goals you complete.  Incentive amounts can range from 0%-12% of the prior year eligible earnings (with the average payout for the last 3 years being 12%).

Our team’s well-being is a priority, and we’re proud to offer a comprehensive and holistic benefits package for team members and their families.

• Medical, dental, vision, long-term disability, and life insurance
• 401(k) retirement plan (with guaranteed employer contributions)
• Paid time off for personal and volunteer hours, as well as 10 paid holidays per year
• Additional programs and benefits include wellness and educational reimbursements, an employee assistance program, discounted rates on select SELCO services, and more.

Check out our complete benefits list here!

The Insurance Customer Service Representative is responsible for selling SELCO Group’s products and services while providing assistance to prospects and existing insurance clients through in-person, phone, and other electronic channels (i.e. email, chat).

1. Demonstrate adaptability and leadership skills, and uphold SELCO’s Mission Statement, Corporate Values, Service Promises and Exceptional Customer Service Standards.  
2. Adhere to federal and state regulations, SELCO policies, confidentiality requirements, and other compliance obligations. 
3. Interact with internal and external customers in a warm and friendly manner, demonstrate a sincere interest and willingness to help.
4. Consistently achieve individual performance goals and contribute to department and organizational objectives. 
5. Represent SELCO with a high level of integrity and professionalism.
6. Adapt to and support change to accomplish SELCO’s goals and objectives.
7. Actively participate in and/or lead required meetings and trainings.
8. Perform other duties as assigned. 

1. Maintain a professional, courteous, and helpful demeanor with team members, management, and members.
2. Update client and insurance information with insurance companies and in SELCO Group’s insurance systems in a timely and accurate manner.
3. Generate insurance sales through internal referrals and service existing policies.
4. Finalize insurance sales by ensuring appropriate documentation is accurately completed in a timely manner.
5. Perform various administrative duties e.g., distribute mail, order supplies, prepare letters and memorandums, facilitate meetings with team members, etc.
6. Deepen client relationships by determining client needs and promoting and cross-selling SELCO companies’ products and services.
7. Process claims and servicing requests for SELCO’s debt cancellation and payment protection products and file claims for Guaranteed Asset Protection (GAP) coverage.

The position requires:

1. Exceptional customer service skills by using the GVAL-HI approach to providing service. Greet people. Value them. Ask how you can help. Listen. Help them. Invite them back.
2. Ability to discover member needs to effectively cross-sell SELCO’s products and services.
3. Effective communication and active listening skills through all methods of interaction (e.g., in person, via phone, and in writing).
4. Ability to learn and apply each insurance company’s underwriting and application processes.
5. Strong computer and software skills, including Microsoft Office 365 applications.
6. Strong knowledge of computer systems, including knowledge of systems as it applies to department usage.
7. Strong interpersonal skills with the ability to work collaboratively with others. 
8. Excellent time management, prioritization, and organizational skills with a high level of initiative, accountability, and flexibility to adapt to changing business needs and deadlines.
9. Strong problem resolution and problem prevention skills.
10. Willingness and ability to receive, give, and apply coaching and feedback.
11. Ability to work accurately with close attention to detail. 
12. Strong analytical skills and ability to use experience-related knowledge and good judgment to make sound, logical decisions.
13. Ability to maintain confidentiality of sensitive information.
14. Work ethic that includes dependability, punctuality, and a professional appearance and demeanor. 
15. Ability to perform and complete tasks despite background noise and interruptions.

1. High school diploma or equivalent; and
2. At least two (2) years of customer service experience; and
3. Valid Property & Casualty License from the State of Oregon is required (this requirement may be waived for the first 90 days of employment); and 
4. Must be bondable.

While performing the job duties, approximately 80% of the time is spent stationary, with the remaining time spent moving around work areas. Frequent communication occurs in person, over the phone, and in writing. This position requires the ability to view a computer screen and interpret printed materials and other documents. This position requires the ability to lift and transport up to 5 pounds, and there is an occasional need to stoop, kneel, or reach to access documents, equipment, and supplies.

Reports to: SIS Operations & Service Manager, Vice President of Insurance Services

Work areas are inside a climate-controlled environment with background noise. 

Computer, phone, scanner, copier, fax machine, web camera, and general office supplies 

I have received and reviewed a copy of the Insurance Customer Service Representative job description. I understand that this job description is not a contract of employment and in no way changes the at-will nature of the employment relationship with SELCO Group.