Customer Service Representative

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

📋 Description

• Respond to incoming calls or chats from clients and/or agents about personal lines insurance policies.

• Address inquiries regarding policies, process endorsement modifications and cancellation requests, handle billing questions, and provide necessary documentation.

• Analyze customer requests, offer solutions, and balance customer needs with company and carrier guidelines.

• Monitor call metrics such as call quality, average handling time, availability, and hold times.

• Organize and prioritize workflow to process transactions efficiently, promptly, and accurately in accordance with standard operating procedures.

• Foster customer relationships through telephone and chat interactions.

• Ensure each call is resolved fully and complete any required follow-up actions.

• Utilize automated systems to review and issue non-premium-bearing endorsements, respond to inquiries, and document conversations and files.

• Gather documentation required for processing endorsements and cancellations.

• Collaborate with program individuals and teams to expedite customer requests.

• Review, organize, and forward information to relevant areas.

• Assist agents with inquiries related to policies and system operations.

⛳️ Requirements

• A minimum of two (2) years of agency experience in Personal Lines, including homeowners and other lines; or an equivalent combination of education and experience.

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

• Capability to answer incoming calls and chats and resolve customer requests effectively.

• Skill in managing call quality, average handling time, availability, and hold time metrics.

• Proficiency in using automated systems for reviewing and issuing non-premium-bearing endorsements.

• Ability to accurately document conversations and maintain files.

• Competence in requesting and processing documentation for endorsements and cancellations.

• Capability to assist agents with policy-related and system-related inquiries.

• Ability to sit for extended periods and perform the specified physical tasks.

• Ability to occasionally lift and/or move up to 15 pounds.

• This position cannot be conducted in California, Colorado, New York, or Washington.

🏝️ Benefits

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

• Flexible Spending Account.

• Competitive salary packages.

• 401K Matching.

• Personal Days.

• Paid Time Off (PTO) Days.

• 12 Paid Holidays.

• Two Paid Days for Volunteer Service.

• Paid Parental Leave.

• Short and Long-Term Disability coverage.

• Employee Support Programs, including Mental Health resources.

• Tuition Reimbursement.

• Matching Charitable Gift Program.

• Attractive Referral Program.

• Commuter Benefits.

• Remote and Hybrid work opportunities available.

• Opportunities for development and advancement.

• Support from exceptional leaders and colleagues.