Service Representative - Property & Casualty

As a Service Representative - Property & Casualty at Horace Mann, you will handle customer inquiries related to insurance, providing solution-based responses to help retain customers. Your role includes answering phone calls, emails, and chats, promoting our insurance products, and ensuring compliance with all regulations. Additionally, you will need to develop a strong understanding of our services and support your customers in protecting their assets.

To qualify for the Service Representative - Property & Casualty role at Horace Mann, you need a high school diploma or GED and at least four years of business experience. Preferably, a bachelor's degree will boost your application. Importantly, two years of customer service or sales experience is essential, and you'll need to obtain an Insurance Producer's License within 12 months of hiring. Having experience in the insurance or finance industry will be beneficial as well.

Successful Service Representatives - Property & Casualty at Horace Mann should possess excellent communication and problem-solving skills. Being able to actively listen, think critically, and navigate various systems is crucial. Additionally, strong organizational skills and the ability to manage multiple priorities while maintaining a professional working environment will lead to success in this role.

The work environment for a remote Service Representative - Property & Casualty at Horace Mann is designed for uninterrupted service. You should have a private, organized work area away from household distractions. Consistent internet connectivity is vital, so your home setup needs to include an internet speed of at least 10mb/s download. The company also values excellent attendance and flexibility to work shifts during business hours, making it essential to engage family members in discussions about work expectations.

Horace Mann is committed to supporting the professional growth of its Service Representatives - Property & Casualty. By offering training programs, including the Service Rep trainee program, employees can enhance their skills. Furthermore, the company encourages staff to obtain and maintain their Property and Casualty licenses, thereby promoting ongoing education and expertise in the insurance field.

When answering this question, share your passion for customer service and your interest in the insurance field, especially in assisting educators. Highlight Horace Mann's mission and values, emphasizing how they resonate with your desire to make a positive impact on educators and their families.

In response to this question, provide an example of a difficult customer interaction you've faced in the past. Describe your approach to resolving issues through active listening, empathy, and finding solutions, ensuring the customer feels valued and understood throughout the process.

When discussing remote work experience, focus on your ability to maintain a professional demeanor despite potential distractions. Talk about your communication skills, adaptability to technology, and strategies for effective time management in a remote setting.

Explain the importance of regulatory compliance and how you prioritize it in your work. Share specific strategies you employ, such as regularly reviewing guidelines, utilizing checklists, or participating in training sessions to ensure you remain up-to-date on any changes.

Provide a specific example of a situation where you not only met but exceeded customer expectations. Detail the actions you took, and how it positively impacted the customer and your relationship with them, illustrating your commitment to exceptional service.

Share your techniques for organization, such as using digital tools for tracking inquiries or prioritizing tasks based on urgency. Emphasize how your organizational skills help you maintain a high level of customer service despite a busy workload.

Before the interview, research Horace Mann's insurance offerings to provide specific examples. Discuss how their products cater to educators and how they help them protect their assets, demonstrating your interest in the company's services.

Express an open and positive attitude toward feedback. Share a past experience where you received constructive criticism, how you acted on it, and how it benefitted your performance, highlighting your willingness to learn and improve.

Discuss your philosophy regarding upselling, emphasizing the importance of understanding customer needs first. Provide examples of how you've successfully recommended additional products in the past by focusing on the value it offers to the customer.

Share personal strategies you implement to maintain motivation in tedious tasks. Discuss how setting personal goals, focusing on the positive impact of your work, or rewarding yourself can help sustain enthusiasm and drive in your role.