Senior Associate

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

📋 Description

• Provide an exceptional, knowledgeable, and professional service experience for customers and agents.

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

• Execute policy modifications and address service issues utilizing an active P&C license.

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

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

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

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

• Collaborate with supervisors and team members to analyze service trends, resolve customer concerns, and foster continuous improvement.

• Handle consecutive calls, navigate multiple systems, and manage potentially difficult or irate customers in a high-volume phone-based setting.

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

⛳️ Requirements

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

• Equivalent to a high school diploma or GED.

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

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

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

• Capacity to execute essential job responsibilities with or without reasonable accommodation in a remote work setting.

• Access to a reliable internet connection and a dedicated, quiet workspace.

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

• Proficient in utilizing multiple systems in a fast-paced service environment.

• Strong understanding of property and casualty insurance.

• Excellent attention to detail.

• Capability to manage potentially challenging or irate customers.

🏝️ Benefits

• Medical, dental, and vision insurance.

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

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

• Life and AD&D Insurance.

• Work from home flexibility.

• Internet reimbursement.

• Employee Assistance Program.

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