Policy Service Associate
Company: Hallmark Financial Services
Location: Dallas
Posted on: April 2, 2026
|
|
|
Job Description:
Job Description: Provide superior customer service handling
inbound calls and live chats in a contact center environment.
Assist policyholders and agents by providing timely, accurate, and
responsive information for both auto and renters lines of business.
Independently solve problems of varying scope and complexity.
Identify, analyze, and own customer policy needs to ensure high
customer satisfaction, growth, and retention of business. Job
Duties Effectively respond to requests from policyholders and
agents regarding policy information, interpretation of policy
billing and payments, and routine policy changes. Execute with
accuracy - policy payments, policy endorsements, policy holder
requested cancellations, reinstatements, and document requests.
Employ sound judgement and comply with all internal procedures and
practices when discussing policy-related issues. Perform limited
underwriting review and processing on new and existing business.
Independently solve problems of modest scope and complexity.
Identify, analyze, and own customer policy needs to ensure high
customer satisfaction, growth, and business retention. Uses
established underwriting guidelines to assist with policy review
Adhere to assigned schedule and be consistently reliable and
dependable. Maintain and update policy records in internal systems.
Ensure compliance with company policies and regulatory
requirements. Other duties as assigned. Education, Experience,
Knowledge and Skills: High school diploma or equivalent. Minimum 1
year experience in a call center/customer service environment
Experience in Personal Lines insurance is preferred Established
ability to build rapport and respond to customers in a
compassionate manner by identifying and exceeding their
expectations, skillful listening, collecting relevant information
and having flexibility to customize approach to meet all types of
communication styles and personalities. Must be customer-oriented
with the ability to consistently maintain a pleasant phone
demeanor, demonstrate patience with callers who are difficult to
understand or are having problems grasping concepts, as well as
have the ability and desire to diffuse and assist irate/difficult
callers. Exhibit strong interpersonal, written and verbal
professional communication skills. Be self-motivated,
detail-oriented, highly organized, efficient, and able to
multitask. Must display ability to build trust, model positive
behaviors and display empathy towards others. Strong analytical and
critical thinking skills. Ability to sit for prolonged periods of
time. Must be flexible to work 10:00 am – 7:00 pm shift Spanish
language proficiency preferred. Basic/Intermediate Microsoft Office
skills. Hallmark Financial Services is an equal opportunity
employer. We celebrate diversity and are committed to creating an
inclusive environment for all employees.
Keywords: Hallmark Financial Services, Garland , Policy Service Associate, Customer Service & Call Center , Dallas, Texas
