Customer Service Representative

GAINSCO Inc., is a property and casualty insurance holding company. Through our insurance brand, GAINSCO Auto Insurance®, we concentrate our efforts on the non-standard personal automobile market, specializing in minimum-limits personal auto insurance. GAINSCO was established in 1978 as a Texas corporation and is based in Dallas, with a regional office in Miami. Our insurance operations are conducted through MGA Insurance Company Inc., a Texas corporation.

To provide customer and agent assistance by handling inbound calls. Offer knowledgeable information based on state specific guidelines and procedures. To make sound underwriting decisions/exceptions upon requests based on experience and skill level.

% of Time

• Results Expected and Duties Performed

85%

• Provide quality customer service by assisting agents and/or customers with specific questions concerning the company website, policies and billing.
• Ability to quickly adhere to appropriate state guidelines, rules, procedures and billing process upon receiving incoming calls.
• Must maintain a 90% average on internal audit measure.

10%

• Contributes to team effort by meeting individual goals and helping others accomplish their job results where needed;
  • Quickly identifying and reporting system malfunctions;
  • by being flexible with regard to shift changes and receptive to structural change.

5%

• Process endorsements and renewals and new business policies per Company and State guidelines by processing reports for cancellations, non-renewals, renewals, new business etc to ensure that policies are error free.
• Interpret and properly charge according to MVR and CLUE Reports.

Education:

• High School Diploma or Equivalent

Experience:

• Demonstrated success in a customer service capacity within the Auto Insurance industry is required

Skills and Abilities:

• Customer Service skills, bilingual (Spanish and English) is preferred, basic computer skills (MS Office), AS400, superior telephone skills.

Other:

• Active Property & Casualty License is preferred and must be willing to sit for the Property & Casualty License if required, based on business needs.

• Office Equipment and Software:

  • Personal computers, Telephone, Copiers, Fax, Scanners (ImageRight), MS Office (MS Word, MS Outlook, MS Excel), AS400, Internet.

Decision Making:

• Servicing Policies include underwriting exceptions/ decision-making based on experience and skill level

Interpersonal Communication:

• Daily interaction with TM’s, Accounts Receivable, Claims Adjusters, Agents, Insured’s.