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Occupation Details

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Customer Service Agent - Insurance

Job Zone

Education
These occupations usually require a Leaving Certificate or equivalent.

Related Experience
Some previous work-related skill, knowledge, or experience is usually needed. For example, jobs requiring you to deal with the public would benefit from previous experience working directly with the public.

Job Training
Employees in these occupations need anywhere from a few months to one year of working with experienced employees.

Job Zone Examples
These occupations often involve using your knowledge and skills to help others. Examples include sheet metal workers, forest fire fighters, customer service representatives, physical therapist aides, retail salespersons and tellers.

€20k > 40
Insurance Broker
Salary Range
(thousands per year)*
€20 - 40
Related Information:
Data Source(s):
Payscale.com

Last Updated: March, 2017

* The lower figures typically reflect starting salaries. Higher salaries are awarded to those with greater experience and responsibility. Positions in Dublin sometimes command higher salaries.
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At a Glance... header image

Provides insurance customers with the sales and after-sales services they require in relation to their insurance products.


Videos & Interviews header image

1Total Records:2

Karl Curran
Associate Director

Karl Curran is an Assosiate Director at Aon Insurance. He completed a two year diploma in Business Studies at DIT after which he was offered a position within Aon. His is currently undertaking a degree in International Finance & Banking with the Institute of Bankers and has begun working towards obtaining the FCII.

Go to Interview
Sarah Tenanty
Finance Operations

Sarah Tenanty Is the Financial Operations Lead for Zurich General Insurance in Ireland. Sarah entered the world of work after completing year one of a Level 8 Accounting and Finance degree at Dundalk Institute of Technology. She has completed her Professional Diploma in Insurance and is currently studying for her Management Diploma in Insurance.

Go to Interview

Follow the links below to watch videos related to this occupation:

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Go..Search YouTube for Customer Service Agent - Insurance videos

The Work header image

Customer Service Agents provide insurance customers with the sales and after-sales services they require in relation to their insurance products.

Customer service agents need to earn professional qualifications as per the Central Bank of Ireland's Minimum Competency Code in order to be qualified to advise consumers.
 


Tasks & Activitiesheader image

The following is a list of the most commonly reported tasks and activities for this occupation

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Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

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Check to ensure that appropriate changes were made to resolve customers' problems.

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Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

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Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

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Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

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Refer unresolved customer grievances to designated departments for further investigation.

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Determine charges for services requested, collect deposits or payments, or arrange for billing.

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Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

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Solicit sales of new or additional services or products.

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Order tests that could determine the causes of product malfunctions.

Work Activities header image

The following is a list of the most commonly reported work activities in this occupation.

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Establishing and Maintaining Interpersonal Relationships: Developing constructive and cooperative working relationships with others, and maintaining them over time.

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Updating and Using Relevant Knowledge: Keeping up-to-date technically and applying new knowledge to your job.

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Organizing, Planning, and Prioritizing Work: Developing specific goals and plans to prioritize, organize, and accomplish your work.

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Making Decisions and Solving Problems: Analyzing information and evaluating results to choose the best solution and solve problems.

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Processing Information: Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.

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Communicating with Supervisors, Peers, or Subordinates: Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

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Resolving Conflicts and Negotiating with Others: Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

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Getting Information: Observing, receiving, and otherwise obtaining information from all relevant sources.

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Identifying Objects, Actions, and Events: Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.

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Communicating with Persons Outside Organization: Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.


Knowledge header image

The following is a list of the five most commonly reported knowledge areas for this occupation.

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Customer and Personal Service: Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

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English Language: Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

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Clerical: Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.

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Computers and Electronics: Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

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Mathematics: Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.


Skillsheader image

The following is a list of the most commonly reported skills used in this occupation.

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Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

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Speaking: Talking to others to convey information effectively.

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Service Orientation: Actively looking for ways to help people.

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Reading Comprehension: Understanding written sentences and paragraphs in work related documents.

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Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

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Complex Problem Solving: Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

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Persuasion: Persuading others to change their minds or behavior.

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Coordination: Adjusting actions in relation to others' actions.

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Social Perceptiveness: Being aware of others' reactions and understanding why they react as they do.

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Monitoring: Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

Personal Qualitiesheader image

Good communication skills are necessary to be an insurance clerk, as well as accuracy in the use of numbers and a methodical approach to work. Good organisational skills and IT skills are also required.


Entry Routesheader image

Career progression in this job role is from Call centre operative, to Call centre Manager, and Head of Customer Operations.

Customer service agents need to earn professional qualifications as per the Central Bank of Ireland's Minimum Competency Code in order to be qualified to advise consumers.

Training is carried out on-the-job and progression is possible through the professional examinations of the Chartered Insurance Institute (CII). These include the CII Insurance Foundation Certificate and the Certificate of Insurance Practice.  

The representative body for the CII in Ireland is The Insurance Institute of Ireland which also offers additional Irish law and practice focussed programs alongside the Associateship.  

Numerous introductory and foundation courses on insurance and the financial services are run at Colleges of Further Education throughout the country.

Last Updated: January, 2015


Further Informationheader image

A detailed description of this occupation can be found on a number of online databases. Follow the link(s) below to access this information:

Note: you will be leaving the CareersPortal Site

Go..Insurance Account Manager - from: N.C.S. [UK]
Go..Insurance Claims Handler - from: N.C.S. [UK]

Related Occupationsheader image

Contactsheader image

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Organisation: Insurance Ireland
Address: Insurance House, 39 Molesworth Street, Dublin 2
Tel: (01) 676 1820
Email: Click here
Url Click here

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Organisation: LIA
Address: LIA House, 183 Kimmage Road West, Dublin 12
Tel: 01 - 709 9850
Email: Click here
Url Click here

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Organisation: Insurance Institute of Ireland
Address: Insurance House, 39 Molesworth Street, Dublin 2
Tel: (01) 677 2582
Email: Click here
Url Click here

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Industry Expert


Career Guidance

This occupation is popular with people who have the following Career Interests...


...and for people who like working in the following Career Sectors:

Banking, Insurance & Financial Services
Sales, Retail & Purchasing
Clerical & Administration

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