VGM Insurance Services is headquartered in Waterloo, Iowa, and has provided Protection Beyond Policies for over 30 years.

VGM Insurance offers industry-specific insurance products and risk management solutions nationwide for a variety of post-acute healthcare industries, as well as golf and hospitality markets. Learn more at .

Our team is seeking a Customer Experience Specialist that has previous experience working in the insurance industry. Our ideal candidate is a quick learner who demonstrates a knowledge of commercial insurance products, has an excellent work ethic, and utilizes effective problem-solving skills.

Position Summary

The Commercial Insurance Customer Experience Specialist is a highly engaged and critical team member providing extraordinary service to our customers and supporting our teams’ business needs.

The Customer Experience Specialist works in tandem with our teams of Account Managers, Producers, and Underwriters to serve our VGM Insurance customers.

A Customer Experience Specialist’s main objectives are accuracy and timeliness in processing and providing an outstanding customer experience.

A commitment to working successfully with others & a drive to accomplish goals and objectives is crucial to success in this role.

Reports to : Customer Experience Manager

Hours : Full-Time Monday Friday 8-5 PM

Location : On-site in Waterloo, IA (potential for hybrid opportunities)

Responsibilities / Duties of the Job

Putting the client's needs first is deeply rooted in our culture and at the core of everything we do. In providing an outstanding customer experience, one will perform the duties of :

• Navigating our agency management system to enter client, policy and coverage information
• Understanding our insurance products, coverages and limits
• Binding, issuing, invoicing, endorsing, auditing, and cancelling insurance policies
• Providing a meaningful, memorable customer experience to all our customers through email and phone calls
• Effectively and confidently communicating with Producers, Account Managers, Underwriters, Agents, and Brokers
• Work successfully in a paperless environment
• Detail-oriented with the ability to manage and prioritize multiple tasks at once

Position Qualifications

Education / Experience :

• Associates degree desired, 4-year degree preferred
• At least 1 year insurance experience required
• Commercial Insurance License must be held in this position if not currently licensed upon employment candidate is required to become licensed and pass all applicable exams

Skills and competencies :

• Exceptional organizational skills to prioritize and complete work efficiently
• Ability to work independently and learn quickly as well as work collaboratively within a team environment with a "Team Player" mindset, doing whatever is needed, big or small
• Dedication to exceeding quality standards and providing products and services of the highest caliber
• Critical thinking skills with the ability to solve complex problems through collaboration with internal and external stakeholders
• Detail-oriented with the ability to manage and prioritize multiple tasks at once
• Strong written and verbal communication skills to effectively interact with internal and external customers
• Strong customer service focus
• Must demonstrate professional and ethical business practices, adherence to company standards, and a commitment to personal and professional development
• Must be highly proficient in the use of personal computers and supporting software in a Windows based environment, including MS Office products (Word, Excel, PowerPoint) to produce professional documents
• General mathematics to sufficiently process account and transaction information
• Work ethically and with integrity, including maintaining client and firm confidentiality
• Eagerness to learn and succeed

Physical Requirements :

• Operation of office equipment and using technology efficiently such as computers, phones, misc. office equipment
• Visual abilities to include reading, distance vision and peripheral vision

Reasonably related additional duties may be assigned to the individual Associate.

VGM Group, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Last updated : 2024-05-01