Most commonly reported Work Activities

• Getting Information Observing, receiving, and otherwise obtaining information from all relevant sources.
• Interacting With Computers Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
• Communicating with Persons Outside Organisation Communicating with people outside the organisation, representing the organisation to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
• Communicating with Supervisors, Peers, or Subordinates Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Establishing and Maintaining Interpersonal Relationships Developing constructive and cooperative working relationships with others, and maintaining them over time.
• Making Decisions and Solving Problems Analysing information and evaluating results to choose the best solution and solve problems.
• Updating and Using Relevant Knowledge Keeping up-to-date technically and applying new knowledge to your job.
• Processing Information Compiling, coding, categorising, calculating, tabulating, auditing, or verifying information or data.
• Resolving Conflicts and Negotiating with Others Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Organising, Planning, and Prioritising Work Developing specific goals and plans to prioritise, organise, and accomplish your work.

The Work

As a Customer Service Agent you provide insurance customers with the sales and after-sales services they require in relation to their insurance products.

You review insurance policy terms to decide if a customer’s loss is covered by their insurance and you review claims adjustments with dealers and either approve or reject claims.

At times, you may be ordering tests, take or cancel orders/accounts.

You may both receive and make calls to customers to respond to queries or to give them the results of claim investigations.

Most commonly reported Work Tasks

• Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
• Refer unresolved customer grievances to designated departments for further investigation.
• Determine charges for services requested, collect deposits or payments, or arrange for billing.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Solicit sales of new or additional services or products.
• Order tests that could determine the causes of product malfunctions.

Further Information

• Customer Service Agent - Insurance - from: N.C.S. [UK]
• Customer Service Agent - Insurance - from: N.C.S. [UK]

This occupation is typically suited for people with the following Career Interests:

Enterprising

Enterprising people like situations that involve using resources for personal or corporate economic gain. Such people may have an opportunistic frame of mind, and are drawn to commerce, trade and making deals. Some pursue sales and marketing occupations. Many will eventually end up owning their own business, or in management roles in larger organisations. They tend to be very goal-oriented and work best when focused on a target. Some have an entrepreneurial inclination.

Social

The Social person's interests focus on interacting with the people in their environment. In all cases, the Social person enjoys the personal contact with other people in preference to the impersonal dealings with things, data and ideas found in other groups.

Many will seek out positions where there is direct contact with the public in some advisory role, whether a receptionist or a counsellor. Social people are motivated by an interest in different types of people and like diversity in their work environments. Many are drawn towards careers in the caring professions and social welfare area, whilst others prefer teaching and other 'informing' roles.

Administrative

Administrative people are interested in work that offers security and a sense of being part of a larger process. They may be at their most productive under supervisors who give clear guidelines and while performing routine tasks in a methodical and reliable way.

They tend to enjoy clerical and most forms of office work, where they perform essential administrative duties. They often form the backbone of large and small organisations alike. They may enjoy being in charge of office filing systems, and using computers and other office equipment to keep things running smoothly. They usually like routine work hours and prefer comfortable indoor workplaces.

There are many training and development routes to a career in Insurance qualifications and training available through the Insurance Institute of Ireland. The specific requirements when working in the insurance industry and when advising consumers are outlined in the Central Bank of Ireland's Minimum Competency Code.

Training & Development 

FET Centre PLC courses: Insurance & Financial services Search our FET PLC coursefinder 

FET Centre Traineeships: Office admin, Customer care, Business admin NFQ level 5 Search FET Traineeship coursefinder 

Apprenticeship Insurance Practitioner’s programme 3 year NFQ Level 8 Apprenticeship Search apprenticeship

Proofessional Development

With experience, you can progress to a supervisor or manager role, and after an number of years, you could progress to Head of Customer Operations.

For most professionals working in the industry sector, Training and Continuous Professional Development (CPD) is required. You can read more about

CPD compliance and training options from the Insurance Institute of Ireland 

Skillnets  

The 30% club: Diversity in Financial services

Last Updated: March, 2023

Salary Range (thousands per year)* €28k - €48k

Salaries vary by employer, location, role & duties, and experience.

Data Source(s):
Payscale/ Morgan McKinley / CPL / Lincoln

Last Updated: February, 2024

* The lower figures typically reflect starting salaries. Higher salaries are awarded to those with greater experience and responsibility. Positions in Dublin sometimes command higher salaries.

View Salary information from Indeed.ie
Note: data not aways available

This occupation has been identified as a Job in Demand by the most recent National Skills Bulletin.

This information has been derived from the Solas National Skills Bulletin (2023).

Employment growth was slightly above the national average for this occupation although employment levels have changed very little since 2019. At 28%, the share of non-Irish citizens employed was above average. Employment permits issued in 2022 related primarily to the ICT sector, with language skills a requirement for some. The number of online job postings for customer service occupations fell by nearly 5% in 2022. Despite this, there was a high level of recent job hires for this occupation pointing to significant job churn. 

Data from employers (Skills for Growth and Spotlight on Skills) and the Recruitment Agency Survey shows that, outside of the ICT sector, some customer service occupations remain difficult to fill; demand was evident in the retail and financial sectors, and for skills such as digital, relationship management, and customer service Demand for customer service occupations has likely been dampened somewhat by the ICT sector restructuring; nonetheless, job opportunities will arise for those with strong people & customer service skills,especially outside the ICT sector. 

• Insurance Institute of Ireland

  • Insurance Centre, 5 Harbourmaster Place, IFSC, Dublin 1, D01 E7E8
  • (01) 645 6600
  • [email protected]
  • Click Here

• Insurance Ireland

  • Insurance Centre, 5 Harbourmaster Place, IFSC, Dublin 1, D01 E7E8
  • (01) 676 1820
  • [email protected]
  • Click Here

• LIA

  • LIA House, 183 Kimmage Road West, Dublin 12
  • 01 - 456 3890
  • [email protected]
  • Click Here