Policy Service Agent I

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

📋 Description

• Deliver exceptional customer service to clients through both inbound and outbound calls

• Assist and manage existing Private Passenger Automobile, Homeowner, and Commercial policies

• Fulfill applications and processes to resolve customer concerns and inquiries

• Gather customer information, assess risks, and cater to individual insurance requirements

• Advise customers on coverage options and provide quotes for additional lines of business

• Review and follow up with clients on applications, unresolved issues, and policy modifications

• Offer policy verification as necessary

• Maintain and service existing accounts over the phone across various carriers and states

• Provide quotes, cross-sell, and up-sell insurance products

• Address policy inquiries and modifications

• Collaborate with Underwriters to resolve questions and intricate underwriting policy challenges

• Handle general billing inquiries and process basic payments

• Independently complete assigned projects in a timely manner

⛳️ Requirements

• High School diploma or its equivalent

• An active Resident General Lines Property & Casualty (P&C) license is required

• Must be eligible to obtain licensing in all states

• Capability to acquire an appropriate P&C equivalent license in other Mercury states as needed

• 2 years of relevant Property & Casualty Insurance experience in a call center and/or customer service environment

• Understanding of customer service skills/customer-focused sales; strong persuasive abilities are essential

• Comprehensive knowledge of state-specific underwriting guidelines and Mercury’s underwriting protocols

• Extensive understanding of Company policies and procedures

• Proficiency in Microsoft applications (Word, Excel, Outlook, etc.) and internal computer systems and applications

• Exceptional attention to detail and strong organizational skills

• Excellent written and verbal communication abilities

• Strong technical skills

• Outstanding customer service skills

• Ability to thrive in a fast-paced environment, multitask, prioritize workflow, and manage communications efficiently

• Capability to analyze customer needs, solve problems, and make informed business decisions

• Dedicated, quiet workspace

• High-speed internet from a reliable provider

• Must be able to attend virtual meetings and training sessions

• Bi-lingual (Spanish) preferred, but not mandatory

• A Bachelor's degree is a plus

• Experience with Mercury Insurance Group is a plus

🏝️ Benefits

• Competitive compensation

• Flexibility to work remotely from anywhere in the United States for most positions

• Paid time off including vacation time, sick days, 9 paid Company holidays, and volunteer hours

• Incentive bonus programs offering potential holiday bonuses, referral bonuses, and performance-based bonuses

• Comprehensive medical, dental, vision, life, and pet insurance

• 401(k) retirement savings plan with company matching

• Engaging work environment

• Opportunities for advancement

• Education assistance

• Professional and personal development opportunities

• Company recognition programs

• Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more