Customer Experience Specialist – Surplus Lines

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

📋 Description

• Oversee client interactions by addressing emails, inquiries, billing questions, and payment confirmations in a professional and prompt manner.

• Prepare, process, and distribute surplus lines tax reports, tax payments, and filing confirmations to clients.

• Regularly communicate and coordinate with state regulators to ensure adherence to surplus lines requirements and regulations.

• Delegate and supervise backend processing tasks while enhancing operational efficiency and accuracy.

• Train, mentor, and provide daily guidance to team members on workflows, processes, and best practices.

• Act as a point of escalation for client and operational issues, including participation in calls to resolve client issues.

• Provide cross-functional support and backup coverage for leadership team members as necessary.

• Successfully manage multiple priorities in a dynamic environment while collaborating with clients, regulators, accounting teams, and internal departments.

⛳️ Requirements

• High school diploma or equivalent is required.

• At least 2 years of experience in surplus lines tax filing is required.

• Proficient in Microsoft Office Suite, including Word, Outlook, Access, and advanced skills in Excel.

• Strong customer service focus with a commitment to problem-solving and providing outstanding client support.

• Excellent written and verbal communication abilities, with the capability to effectively engage with clients and professionally de-escalate concerns.

• A collaborative team player dedicated to supporting colleagues and contributing to the overall success of the team.

• Highly detail-oriented and process-focused, emphasizing accuracy, organization, and comprehensive documentation.

• Technically skilled with the capacity to quickly learn and navigate various internal and external systems and platforms.

🏝️ Benefits

• Generous PTO plan including paid holidays and floating holidays.

• 100% paid Employee Healthcare starting on Day 1.

• Eligibility for all medical, dental, and vision benefits on Day 1.

• 401k plan with employer matching, vested from Day 1.

• Opportunity to be part of a growing, global organization.

• Ability to engage with clients and internal partners to create an impact.

• Organization-wide emphasis on growth and development.