Call Center Specialist

📋 Description

• Provide customer support through phone and chat interactions.

• Handle incoming phone calls and chats from clients and/or agents in a professional and timely manner.

• Deliver accurate information related to policies, coverage, billing, payments, and endorsements.

• Efficiently resolve client inquiries, complaints, and requests while ensuring a positive customer experience.

• Task management and processing responsibilities.

• Accurately and efficiently process assigned tasks, including policy updates, endorsements, cancellations, and other related transactions.

• Prioritize tasks to meet service level agreements and departmental standards.

• Ensure adherence to company policies, procedures, and regulatory requirements.

• Collaborate with team members and leadership to share knowledge, improve workflows, and enhance the overall client experience.

• Engage in training, coaching, and team meetings to maintain skill proficiency and stay updated with policies and procedures.

⛳️ Requirements

• Minimum of two (2) years of agency experience in Personal Lines, including homeowners and other lines, or a comparable combination of education and experience.

• Preferred knowledge of Property/Casualty Insurance operations and policy elements.

• Excellent verbal and written communication skills.

• Capability to manage multiple tasks efficiently while maintaining high accuracy.

• Proficiency with insurance systems and standard office software.

• Ability to professionally handle challenging or upset clients, utilizing effective de-escalation techniques to resolve issues and preserve positive customer relationships.

• Strong problem-solving and conflict-resolution abilities.

• Participation in virtual team meetings, training sessions, and performance evaluations.

• Self-motivated, disciplined, and capable of sustaining productivity without direct supervision.

• An active 2-20 or 4-40 license, or industry designations such as CPCU or CIC, are preferred.

🏝️ Benefits

• Medical, Dental, Vision, Life, and Pet insurance options.

• Flexible Spending Account.

• Competitive salaries.

• 401K matching program.

• Work-life balance offerings: Personal Days, PTO Days, 12 Paid Holidays, Two Paid Days for Volunteer Service, and Paid Parental Leave.

• Short and Long-Term Disability coverage.

• Employee Support Programs, including mental health services.

• Tuition reimbursement opportunities.

• Matching charitable gift program.

• Lucrative referral program.

• Commuter benefits.

• Flexibility with remote and hybrid work options available.