Senior Associate

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

📋 Description

• Provide exceptional, knowledgeable, and professional service to both customers and agents.

• Manage around 50 inbound and outbound calls each day.

• Address inquiries related to Property & Casualty policies and billing.

• Accurately document customer interactions, policy changes, and resolutions in internal systems.

• Achieve or surpass targets for customer experience, quality, handling time, adherence, and productivity.

• Comply with company policies, confidentiality requirements, and security protocols.

• Complete necessary training, self-learning modules, and ongoing development to uphold licensure, product knowledge, and performance standards.

• Collaborate with supervisors and team members to analyze service trends and resolve customer issues.

• Contribute to continuous improvement initiatives.

• Handle consecutive calls, utilize multiple systems, and manage potentially challenging or upset customers.

• Maintain a focused, quiet, distraction-free work-from-home environment.

⛳️ Requirements

• Active Property & Casualty (P&C) or Personal Lines Agent License in the state of residence.

• Equivalent to a high school diploma or GED.

• Previous customer service or call center experience in a fast-paced, high-volume setting, managing consecutive calls and navigating multiple systems.

• Flexibility to work various schedules within operating hours (7:00 AM–2:00 AM EST), including weekends and holidays, and the ability to accommodate last-minute schedule changes.

• Comfort in a metrics-driven environment with established performance goals (CX scores, handling time, quality, adherence, and productivity).

• Capability to perform essential job functions with or without reasonable accommodation in a remote work setting.

• Reliable internet connection and a dedicated, quiet workspace.

• Willingness to complete a typing test (24 WPM / 80% accuracy) and other pre-employment assessments.

• Proficiency in using multiple systems in a fast-paced service environment.

• Strong knowledge of property and casualty insurance.

• Attention to detail.

• Must maintain a valid P&C license to process policy changes and ensure compliance.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Paid time off (PTO), holidays, and sick leave.

• 401(k) with company match or alternative retirement plan.

• Life and AD&D Insurance.

• Work from home.

• Internet reimbursement.

• Employee Assistance Program.

• Performance-based bonuses, incentive pay, or commissions may be available.