Customer Care Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of contact for both customers and agents.

• Address inquiries related to coverage, rates, billing concerns, and general policy evaluations.

• Provide outstanding customer service while ensuring adherence to compliance and legal standards.

• Engage with customers through phone, chat, and email, all while managing multiple systems and platforms.

• Handle and respond to insurance-related questions.

• Resolve moderately complex issues pertaining to policy terms and conditions.

• Assess and interpret policy details within established authority limits.

• Access account information and make suitable recommendations or decisions.

• Thoroughly document customer interactions and results in the system.

• Escalate issues that require advanced support and remain unresolved.

• Keep up to date with underwriting, policy guidelines, compliance, and legal requirements.

• Assist in sustaining current departmental knowledge resources.

• Identify trends in customer concerns and suggest process enhancements to leadership.

• Collaborate with Policy Support, Claims, Underwriting, and external vendors to meet customer needs.

• Follow the assigned schedule and procedures for requesting time off.

⛳️ Requirements

• A minimum of 1-3 years in customer service.

• Preferably 1 year of experience in a call center environment, insurance, or a related field.

• Experience in providing customer support in a high-volume, complex setting is preferred.

• Intermediate computer skills with the capability to navigate multiple systems at once.

• Ability to troubleshoot basic equipment issues, including headsets, internet, and connectivity.

• Familiarity with the Microsoft Office suite of tools is preferred.

• High School Diploma or equivalent is required.

• A Producer/Agent Property and Casualty license is necessary for this position.

• The licensing exam must be completed within a specified number of attempts or testing window in the relevant state(s).

• Availability to work any schedule within Monday to Friday, from 8:00 am to 9:00 pm Local Time.

• A quiet, distraction-free work environment and high-speed internet are essential.

• Ability to sit or stand for extended periods, consistently operate a computer, and engage in repetitive keyboard and office-equipment tasks.

• Ability to occasionally lift and carry items weighing between 0-10 pounds.

🏝️ Benefits

• Competitive benefits package.

• Paid training through the University of Farmers.

• 401(k) Plan.

• Generous Paid Time Off (PTO).

• Tuition Reimbursement/Tuition Assistance.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Health Savings Accounts.

• Flexible Spending Accounts.

• Life Insurance.

• Paid Parental Leave.

• Annual performance-based bonus potential of up to 10%.