Commercial Lines Phone Services Representative

WCF Insurance is an “A” rated, innovative property and casualty carrier with more than a century of experience serving businesses across the Western United States. Since 1917, we have built our reputation on doing the right thing, being great at what we do, and helping others succeed. As we continue to grow, we are looking for individuals who share these values and want to contribute to delivering an excellent insurance experience.

Position Overview

The Commercial Lines Phone Services Representative provides excellent phone‑based support in both English and Spanish to small business owners who hold commercial insurance policies with WCF Insurance. As a commercial insurance carrier, WCF Insurance serves business owners seeking coverage to protect their operations, employees, and workplaces. Training is provided, including time to learn our systems, processes, and the fundamentals of commercial insurance.

In this role, you'll handle inbound calls, assist with policy changes, complete follow‑ups, and support underwriting operations. The work is steady and varied, with an emphasis on accuracy, service quality, and clear communication.

In addition to daily customer support, each Representative is assigned ownership of a specific area of the customer service experience. You'll share reoccurring questions and feedback and contribute to service improvements. During lighter call volume, time is used for follow‑ups, queue support, and maintaining service quality.
 

Depending on business needs, this role may also assist with other service channels, including email, live chat, and the front desk, to ensure a consistent customer experience.

This position is well‑suited for candidates with phone or office experience, as well as those early in their careers who are interested in learning commercial insurance and supporting small businesses in a professional environment.

Qualifications

The most qualified applicants will have:

• Bilingual English and Spanish required, with the ability to demonstrate proficiency in both languages, verbally and in writing.
• Strong communication and active listening skills.
• Professional, calm approach to customer concerns and de‑escalation.
• Clear problem‑solving and sound judgment.
• High attention to detail and documentation accuracy.
• Ability to explain information clearly and simply.
• Comfortable multitasking across systems.
• Reliable and consistent for scheduled coverage.
• Customer‑focused mindset with strong follow‑through.
• Comfort with performance metrics.
• Experience working with internal and external partners.

Benefits

WCF Insurance offers an extensive compensation package. Benefits include:

• Medical, dental, and vision insurance.
• Company paid life insurance
• 401K with a generous 6% employer match
• Employee Assistance Program (EAP)
• Time off to volunteer in the local community
• All employees earn 4 weeks of vacation their first year.
  
  

Current WCF Employees
Please apply through the "Internal Job Postings" tab within your employee Workday account.

Values

The person in this position must demonstrate the WCF values of doing the right thing, being great at your job, and helping others succeed to fulfill the company’s mission of excellence.

Working Conditions

This position is based in an office environment with adequate temperature and lighting control. There are no known hazardous or unpleasant conditions caused by noise, dust, or other environmental factors. There are potentially high-stress situations that require meeting deadlines. The employee must meet the job attendance requirements for this position.

Our People
WCF strives to provide an excellent work experience and cultivate an inclusive environment where anyone who embodies our values will thrive.

WCF Insurance is an Equal Opportunity Employer
WCF Insurance provides equal employment opportunity to all qualified applicants and employees regardless of race, color, religion, sex, age, national origin, veteran status, disability that can be reasonably accommodated, or any other basis prohibited by federal, state, or local law.