Job Overview OneMCI is seeking a dedicated Insurance Customer Service Representative to join our team in Wichita, Kansas. In this vital role, you will serve as the primary point of contact for insurance policyholders, addressing their inquiries, resolving issues, and ensuring high levels of customer satisfaction. As part of a leading provider of customer experience solutions, you will contribute to OneMCI's mission of delivering outstanding service in the insurance sector, helping clients navigate policies, claims, and coverage details with professionalism and empathy. Key Responsibilities You will handle inbound and outbound customer calls efficiently, providing accurate information on insurance products, policies, billing, and claims status. Responsibilities include processing policy changes, initiating claims, troubleshooting coverage questions, and escalating complex issues to specialized teams. You will maintain detailed customer records in our CRM systems, upsell relevant products when appropriate, and adhere to compliance standards such as HIPAA and state insurance regulations. Additionally, you will actively listen to customer needs, de-escalate concerns, and follow up to ensure resolutions, contributing to key performance metrics like average handle time, first call resolution, and customer satisfaction scores. Required Qualifications Candidates must have a high school diploma or equivalent, with at least one year of customer service experience, preferably in insurance, healthcare, or a call center environment. Strong communication skills, both verbal and written, are essential, along with the ability to multitask in a fast-paced setting. Proficiency in computer systems and typing speed of at least 35 WPM is required. A valid driver's license may be needed for occasional local travel, and you must pass a background check and drug screening. Skills Successful candidates demonstrate exceptional active listening, problem-solving, and empathy to build rapport with diverse customers. Technical skills include familiarity with CRM software like Salesforce or Zendesk, Microsoft Office Suite, and insurance terminology. Organizational skills, attention to detail, and the ability to remain calm under pressure are critical. Bilingual abilities in Spanish or other languages are a plus, enhancing your value in serving a multicultural client base. Company Info OneMCI is a global leader in customer experience management, with operations across the United States and beyond. Headquartered in the heart of Kansas, our Wichita office fosters a collaborative, supportive culture focused on employee growth and work-life balance. We partner with top insurance providers to deliver scalable, high-quality service solutions, leveraging cutting-edge technology and training programs. Benefits We offer competitive compensation, comprehensive health insurance including medical, dental, and vision plans, 401(k) matching, paid time off, and employee assistance programs. Additional perks include tuition reimbursement, wellness incentives, and flexible scheduling options to support your personal needs. Growth Opportunities OneMCI invests in your professional development through ongoing training, certification programs in insurance and customer service, and clear paths for advancement to roles like Team Lead, Supervisor, or Quality Analyst. Many of our leaders started in customer-facing positions, proving our commitment to internal mobility and long-term career success.