Senior Associate

This is a fully remote position, open to applicants in Romania, +1 more country.

📋 Description

• Provide a positive, knowledgeable, and professional service experience to both customers and agents.

• Manage around 50 inbound and outbound calls daily, addressing inquiries related to Property & Casualty policies and billing.

• Accurately document customer interactions, policy modifications, and solutions within internal systems.

• Achieve or surpass performance expectations regarding customer experience, quality, handling time, adherence, and productivity.

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

• Engage in required training, self-learning modules, and ongoing development to uphold licensure, product knowledge, and performance standards.

• Collaborate with supervisors and team members to assess service trends, resolve customer issues, and foster continuous improvement initiatives.

• Handle back-to-back calls, navigate multiple systems, and manage potentially challenging or irate customers in a high-volume phone environment.

• Ensure a dedicated, quiet work-from-home space that is free from distractions.

⛳️ Requirements

• Possess an active Property & Casualty (P&C) or Personal Lines Agent License in the resident state.

• Have an education level equivalent to a high school diploma or GED.

• Previous experience in customer service or a call center within a fast-paced, high-volume setting, managing back-to-back calls and utilizing multiple systems.

• Flexibility to work varied schedules within operating hours (7:00 AM–2:00 AM EST), including weekends and holidays, with the ability to adapt to short-notice schedule changes.

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

• Capable of performing essential job functions with or without reasonable accommodation in a remote work arrangement.

• Must have access to a reliable internet connection and a quiet, dedicated workspace.

• Willingness to complete a typing test (24 WPM / 80% accuracy) and other pre-employment assessments as part of the hiring process.

🏝️ Benefits

• Medical, dental, and vision insurance.

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

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

• Life and AD&D Insurance.

• Opportunity to work from home.

• Internet reimbursement.

• Access to an Employee Assistance Program.

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