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Insurance Representative


  • Napa, California
  • Santa Rosa, CA

Tracking Code



Auto & Insurance Services

Position Type


This is new role that will provide inside insurance sales support and service to RCU Members and Redwood Credit Union Insurance Services (RCUIS) insureds interacting by phone, email or through virtual methods. The ideal individual is eager to build relationships by following-up on warm insurance sales leads and providing day-to-day servicing of clients or potential clients. Responsibilities to include addressing various coverage issues, handling inside service and sales work associated with existing polices, all endorsement activity, routine coverage questions, problem solving, renewals, and the binding of policies.


We’re a great place to work and widely recognized as a leader in the financial services industry. 


What you will do (The Big Stuff):


You will work to serve our members by focusing on providing support for inquiries from web leads, Member Service Center leads, and phone inquiries.  You will assist with our increasing service load through digital channels, specifically the increased traffic to our online rater and web-based lead generators.



  • Provide exceptional customer service to all internal and external customers.
  • Follow up with Members referred to the insurance agency by branch, Member Service Center, or other departments to assist with insurance needs.
  • Quote and bind new policies from leads or from existing insurance book.
  • Assist customers with insurance questions, provide coverage options, and resolve problems as appropriate.
  • Complete worksheets to facilitate insurance quotes and product claims.
  • Provide consistent, accurate, and timely communication to insureds through, verbal, electronic, and written correspondence.
  • Inform and educate customers about coverage, exclusions, and exposures.
  • Maintain client files in the AMS and use the AMS for processing all transactions and documentation.
  • Facilitate and respond promptly and appropriately to daily incoming mail, email, and phone insurance leads.
  • Handle cancellations with care and act to save accounts, when possible.
  • Assist in preparing proposals and applications, submit appropriately and follow up to ensure timely responses.
  • Provide technical support to Agents with coverage, proposal, and suspense items.
  • Assist in making appropriate coverage changes; inform and educate clients about coverage’s, exclusions, exposures, and audit and document accordingly. Renew and re-market accounts as needed in conjunction with agency standards.
  • Maintain files accurately and consistently documenting conversations.
  • Order and issue binders, certificates, policies, endorsements, and other related items; verify accuracy; forward to client with appropriate correspondence.
  • Review audits of policies; verify accuracy and facilitate corrections, as needed, between client and carrier.
  • Coordinate billing and invoice accordingly.
  • Update Epic system using the Epic guidelines.
  • Set priorities and manage workflow to ensure efficient, timely and accurate processing of transactions and other responsibilities.



  • Request necessary paperwork that is not received from customers or Insurance Department employees.
  • Work with credit life and disability, payment protection, GAP & MBP insurance carriers to process claims.
  • Assemble and record paperwork for insurance sales as needed.
  • Organize and complete both customer and insurance company inquiries.
  • Work with Insurance team to process documents for insurance sales and renewals as needed.
  • Complete daily, weekly, and monthly lead and sales tracking reports.
  • Research and solve Member problems and complaints in an accurate and timely manner.
  • Update database of customer information.
  • Perform all functions in a security conscientious manner.
  • Establish systems to facilitate insurance transactions more efficiently.
  • Monitor the response time for insurance quotes, sales, and service response.


Non-Essential Functions

  • Implement new CUSO/credit union related products and services with other employees of RCU Insurance Services.
  • Provide feedback on marketing efforts.
  • Visit branches/departments to promote the insurance agency.
  • Perform other duties as assigned.
  • Perform other duties as assigned.

Required Skills

Knowledge, Skills and Abilities

  • Excellent interpersonal and customer service skills.
  • Knowledge of financial and insurance products and services.
  • Skilled in the operation of office equipment including personal computers with internet and intranet access.
  • Strong communication skills and the ability to communicate effectively and efficiently both verbally and in writing.
  • Ability to influence others outside of own work group with a solutions-oriented approach.
  • Detailed oriented with thorough follow-through.
  • Ability to coordinate a variety of activities simultaneously and prioritize work.
  • Ability and desire to work in a team environment.
  • Ability to analyze situations and recommend workable solutions.
  • Ability to establish and maintain effective working relationships with a diverse group of people.

Licenses and Certifications

  • Must have a valid California Driver’s License.
  • Must have an active Property & Casualty Insurance License.
  • Life or Life/Health Insurance License a plus.

Required Experience

A combination of education and experience equivalent to an associate degree and a minimum of three years’ experience with sales and customer service at a financial institution, Credit Union, or insurance agency.


Mandatory Vaccination Policy: As a condition of employment, new hires must be fully vaccinated against COVID-19 on or before the first day of employment (subject to legally mandated exemptions).


Service ~ Trust ~ People ~ Cooperation
We are an Equal Opportunity Employer

This position is located at 1190 Airport Blvd, Napa, CA. View the Google Map in full screen.