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Agency service representative skills for your resume and career

Updated January 8, 2025
3 min read
Below we've compiled a list of the most critical agency service representative skills. We ranked the top skills for agency service representatives based on the percentage of resumes they appeared on. For example, 35.5% of agency service representative resumes contained phone calls as a skill. Continue reading to find out what skills an agency service representative needs to be successful in the workplace.

15 agency service representative skills for your resume and career

1. Phone Calls

Phone calls are a wireless or wired connection made over a telephone or a mobile phone between two people. Two parties are involved in a phone call, the caller and the receiver. A caller dials the number of the one he wants to call, and the recipient hears a bell or a tune to which he picks up the call. The call establishes a connection between them through which they can communicate. The voice is converted into signals and is transmitted through wired or wireless technology.

Here's how agency service representatives use phone calls:
  • Conducted follow-up telephone calls/e-mails and answered routine customer questions.
  • Handled daily correspondence with agencies throughout the United States through phone calls, live chat, and emails.

2. Health Insurance

Here's how agency service representatives use health insurance:
  • Provide Families with Health Insurance, Life Insurance, Annuities, Home Owners and Auto Insurance.
  • Assisted with all Blue Cross and Blue Shield of Minnesota health insurance contract benefits.

3. Customer Support

Here's how agency service representatives use customer support:
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Facilitated inter-departmental communication to effectively provide customer support.

4. Data Entry

Data entry means entering data into a company's system with the help of a keyboard. A person responsible for entering data may also be asked to verify the authenticity of the data being entered. A person doing data entry must pay great attention to tiny details.

Here's how agency service representatives use data entry:
  • Performed data entry for certification payments, benefit re-determination and basic claimants' status.
  • Performed data entry responsibilities while surmising project management lead in general assignments.

5. Medicare

Medicare is a federal government insurance program that offers health care coverage to people who are 65 and above. In some cases, younger people with disabilities whose status is identified by the SSA can also avail the insurance program. Medicare covers the health expenses of people who are not able to afford it plus it protects the payee from rising health care costs.

Here's how agency service representatives use medicare:
  • Make annual enrollment presentations for the state health plans and the annual enrollment for Medicare Advantage plans.
  • Called private insurance companies, Medicare, and Medicaid to obtain benefit information, determining insurance compatibility with health-care provider programs.

6. Telephone Calls

Telephone calls are a communication means through which a caller is connected to the called party. The call is done through a telecommunications device called a telephone. The caller can use a landline, mobile phone, or satellite phone to make the call.

Here's how agency service representatives use telephone calls:
  • Job responsibilities included incoming telephone calls from producers, Policy holders, and internal associates regarding new and existing Jackson accounts.
  • Developed and established rapport with prospective mortgage applicant, strengthened business relationship with current borrowers through telephone calls and e-mail follow-up.

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7. Customer Inquiries

Here's how agency service representatives use customer inquiries:
  • Investigated and resolved customer inquiries and complaints in an empathetic prompt manner.
  • Answered customer inquiries regarding product availability/estimated delivery.

8. Insurance Benefits

Here's how agency service representatives use insurance benefits:
  • Responded to broker questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims.

9. Billing Issues

Billing issues are the mistakes made by the company resulting in a wrong bill for the customer. An example of a billing issue might be adding what is owed incorrectly or accidentally omitting a service the customer bought. The billing issues are the company's responsibility and are caused by the one who calculates the bill. The customer does not need to pay it, however, the dispute may take some time to resolve.

Here's how agency service representatives use billing issues:
  • Handled and forwarded membership changes and billing issues or misapplied payments.
  • Researched and analyzed to resolve billing issues.

10. Inbound Calls

Here's how agency service representatives use inbound calls:
  • Accept inbound calls from internal and external customers, responding as appropriate based on their need or request.
  • Answer inbound calls from agents, assistants and marketing organizations.

11. Customer Issues

Here's how agency service representatives use customer issues:
  • Serve as a liaison between groups, brokers, and internal departments within to connect and resolve customer issues.
  • Achieved sales referrals through effectively cross selling products and services to provide alternate solutions to repetitive customer issues.

12. Contract Forms

Here's how agency service representatives use contract forms:
  • Completed contract forms, prepare change of address records, or issue service discontinuance orders.

13. Policy Changes

Here's how agency service representatives use policy changes:
  • Research and answer inquiries with internal and external customers regarding policy changes, coverage, rating, claims, and billing procedures
  • Resolved customers' service or billing complaints by completing policy changes, answering billing questions, or adjusting bills.

14. Computer System

Here's how agency service representatives use computer system:
  • Help troubleshoot and resolve agency computer system issues on the online policy processing system.
  • Work with numerous computer systems and Microsoft programs.

15. Payment Arrangements

Here's how agency service representatives use payment arrangements:
  • Respond to request daily which include researching payments, contracts, negotiating settlements and approving payment arrangements, audits.
  • Processed payments and set up payment arrangements to maintain or reactivate service while providing exceptional customer service to maintain customer loyalty.
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List of agency service representative skills to add to your resume

Agency service representative skills

The most important skills for an agency service representative resume and required skills for an agency service representative to have include:

  • Phone Calls
  • Health Insurance
  • Customer Support
  • Data Entry
  • Medicare
  • Telephone Calls
  • Customer Inquiries
  • Insurance Benefits
  • Billing Issues
  • Inbound Calls
  • Customer Issues
  • Contract Forms
  • Policy Changes
  • Computer System
  • Payment Arrangements
  • Premium Payments
  • Business Applications
  • Administrative Tasks
  • Unemployment Insurance
  • Government Agencies
  • Underwriting Guidelines
  • Process Applications
  • Medicaid
  • Local Agencies
  • HIPAA
  • Policy Holders
  • Phone Inquiries
  • Business Relationships
  • Office Equipment
  • Plan Changes
  • Customer Accounts
  • Patient Accounts
  • Cold Calls
  • Policy Provisions
  • Customer Service
  • Bank Deposits
  • Insurance Quotes
  • Billing Inquiries
  • Collection Agencies

Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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