Insurance Roles – Customer Service Representative

Role summary

The Customer Service Representative is usually the first point of contact for customers enquiring about purchasing insurance.

Key accountabilities

  • Servicing a portfolio of existing clients and developing relationships with new clients
  • Maintaining relationships with insurers
  • Providing insurance quotes and renewals and identifying up-sell/cross-sell opportunity
  • Support clients and insurers throughout the claims process
  • Debtor management by monitoring outstanding payments
  • Meeting sales targets and compliance requirements


  • Customer service skills
  • General computer skills

 Personal attributes       

  • Ability to build valuable relationships with clients that are based on mutual respect to build their loyalty
  • Ability to source, challenge, integrate and reconstruct diverse sources of information to identify, analyse and determine trends, inaccuracies in data and proactively develop solutions
  • Ability to develop, implement, manage and deliver multiple projects in an environment that is resource and time constrained with high demands for service quality, technical expertise and results
  • Ability to identify, analyse and proactively resolve problems
  • Ability to work effectively within a team environment, to proactively share knowledge and work collaboratively to support colleagues and deliver required business outcomes

Education/qualifications/other requirements

  • Tier 1 (broker)
  • Tier 2 (underwriter)

Can lead to

The customer service representative is generally the starting point to a career in insurance, refer here for other roles in the industry

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