Once you have polished your resume and perfected your cover letter, you are ready to move onto the next step, which is the face-to-face interview. The interview is very important because it allows you to show a side of yourself that couldn’t be communicated in the resume and cover letter. It is your chance to really wow the interviewer with your personality and knowledge. It is also the time where you can connect with the interviewer to help him or her see why you are the perfect candidate.
In order to make sure the interview goes smoothly you have to prepare. This means going over some common interview questions and trying to formulate answers that are cohesive and clear. Practicing in this way will allow you to be ready for the actual interview and boost your skills at coming up with good answers on the spot. The following are some examples of insurance customer service associate interview questions and answers. Read through them to get an idea of questions you may be asked and solid answers you could give in return.
5 Insurance Customer Service Associate Interview Questions & Answers
1. Tell me about a situation where you had to deal with a difficult customer and how you resolved the issue.
In a previous customer service position for a television company, I encountered a customer who was very upset because his equipment still wasn’t working correctly after three calls to us. He got very annoyed when I tried to follow protocol by asking him the same questions he had been asked previously, so instead of making him explain everything again, I quickly verified that the problem was the exact same as it had been the last three times he called. I then set him up with an appointment with our technical support supervisor. I later learned his problem was solved this time around, and he had even called in to tell my supervisor how pleased he was with my service.
2. What are two pieces of advice you would give a new customer service associate?
The first would be to not take anything personally. When people are upset and call customer service, they will blame you for everything. Stay calm and focus your energy on solving their problem. The second piece of advice would be to learn the products and company policies inside and out. The more you know, the easier time you will have moving a customer service call along.
3. How would you handle a customer who is not happy with his or her current insurance coverage and wants to cancel a policy?
When this happens, I go over exactly what he or she is unhappy with. If it’s the cost of the policy, I work to find discounts or changes that could be made to lower the premium. If the concern is coverage, I go over their options to find what he or she really wants or needs.
4. Give me an example of a time when you had to multi-task.
I multi-task a lot at home because I am a single mom to three kids. The other day was a good example. I was helping my daughter study for a spelling test while also making dinner. During this same period of time, I let the dog out, fed the dog, signed a permission slip for my son to go on a field trip and put together a casserole for the next night’s dinner.
5. Tell me a time when you had a conflict with a co-worker and how you resolved it.
I once had a co-worker who never focused on work. It made all the work fall on me, and the boss never seemed to notice this guy goofing off and not actually working. One day, I was very overwhelmed and finally asked the guy why he couldn’t just do his work. It turned out that he was only at this job as a favor to his dad who was a friend of the boss and he hated it. I told him how much his actions were hurting me and how badly I needed the job. He ended up apologizing to me and actually quitting. All it took was just talking to him and helping him realize the right thing to do.
These insurance customer service associate interview questions and answers are a great start in preparing for your interview. However, make sure to get the most benefit from them by trying to come up with your own answers.