Property & Casualty Customer Service Representative

About the role

WNS, part of Capgemini, is looking for a Property & Casualty (P&C) Licensed Customer Service Representative to serve customers and agents with accurate, high-quality service on property and casualty insurance policies and billing. The role requires an active P&C license to process policy changes and resolve service issues, and involves both inbound and outbound communication in a fast-paced, metrics-driven environment.

Key responsibilities

• Deliver a positive, knowledgeable and professional service experience to customers and agents.
• Handle about 50 inbound and outbound calls per day, resolving P&C policy and billing inquiries.
• Document customer interactions, policy updates and resolutions accurately in internal systems.
• Meet or exceed performance targets in customer experience, quality, handle time, adherence and productivity.
• Follow company policies, confidentiality standards and security protocols.
• Take part in required training and self-learning modules to maintain licensure and product knowledge.
• Work with supervisors and team members on service trends and continuous improvement.
• Manage back-to-back calls and multiple systems, including difficult customers, in a quiet, distraction-free remote work setup.

Required profile

• Active Property & Casualty or Personal Lines agent license in the resident state.
• High school diploma or GED equivalent.
• Prior customer service or call center experience in a fast-paced, high-volume setting.
• Flexible schedule within 7:00 AM to 2:00 AM EST, including weekends and holidays, with short-notice changes.
• Comfortable in a metrics-driven environment with defined performance goals.
• Ability to perform duties with or without reasonable accommodation remotely, with a reliable internet connection and quiet workspace.
• Willingness to complete a typing test (24 WPM, 80% accuracy) and other pre-employment assessments.

What we offer

• Starting base salary of $19 per hour and above, with possible performance bonuses, incentives or commissions.
• Medical, dental and vision insurance, paid time off, holidays and sick leave.
• 401(k) with company match or other retirement plan, life and AD&D insurance.
• Work from home and internet reimbursement.
• Employee Assistance Program.