Service Representative - Contact Center

About the role

The Service Representative in our Contact Center provides comprehensive, personalized assistance to clients, producers and agencies. You will handle policy inquiries, claims, payments and financing contracts through phone interactions and internal systems, ensuring accurate documentation and seamless service.

Key responsibilities

• Guide customers on claim processes, renewals and new policies across the corporate group.
• Answer inbound calls from clients, VIP producers and agencies; make outbound calls to update pending situations.
• Process electronic payments, provide claim status, and handle policy quotations, cancellations and endorsements.
• Prepare financing contracts, payment plans, certification letters, coverage extensions and vouchers.
• Record mandatory insurance licenses and claims in the appropriate systems.
• Reinstate policies, send requested policies, verify contracts and document all interactions.
• Escalate complex cases to the Supervisor, Back‑Office or Claims Department as needed.
• Support training of new employees and participate in special projects.

Required profile

• High school senior year (fourth year of secondary education).
• At least one year of customer‑service experience in a call‑center or insurance environment.
• Strong verbal communication skills and ability to handle multiple phone interactions.
• Attention to detail for accurate documentation and system entry.

Required skills