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Role Description

Deliver exceptional customer service in a fast-paced call center environment by handling inbound calls, chats, and task processing from clients and agents regarding all personal lines insurance policies. Responsibilities include, but are not limited to:

• Answering policy questions
• Processing endorsement changes
• Handling cancellation requests
• Assisting with policy payments and billing inquiries
• Providing requested documentation

The role requires the ability to multitask efficiently, maintain accuracy under pressure, and provide a positive client experience while meeting service standards and performance metrics.

Qualifications

• Two (2) years Agency experience in Personal Lines including homeowners and other lines; or equivalent combination of education and experience
• Knowledge of Property/Casualty Insurance operations and policy elements preferred
• Strong verbal and written communication skills
• Proficiency with insurance systems and standard office software
• Self-motivated, disciplined, and able to maintain productivity without direct supervision
• An active 2-20 or 4-40 license, or industry designation such as CPCU or CIC, is preferred

Requirements

• Respond to inbound phone calls and chats from clients and/or agents in a professional and timely manner
• Provide accurate information regarding policies, coverage, billing, payments, and endorsements
• Resolve client inquiries, complaints, and requests efficiently while maintaining a positive customer experience
• Process assigned tasks accurately and efficiently, including policy updates, endorsements, cancellations, and other related transactions
• Prioritize workload to meet service level agreements and departmental standards
• Ensure compliance with company policies, procedures, and regulatory requirements
• Collaborate with team members and leadership to share knowledge, improve workflows, and enhance the overall client experience
• Participate in training, coaching, and team meetings to maintain skill proficiency and stay current with policies and procedures
• Ability to handle difficult or upset clients professionally, using effective de-escalation techniques to resolve issues and maintain positive customer relationships
• Strong problem-solving and conflict-resolution skills
• Ability to troubleshoot workflow or system issues and provide guidance to team members on technology use

Benefits

• Medical, Dental, Vision, Life, Pet; Flexible Spending Account
• Competitive Salaries
• 401K Match
• Work-Life Balance: Personal Days, PTO Days, 12 Paid Holidays, Two Paid Days for Volunteer Service, Paid Parental Leave
• Short and Long-Term Disability
• Employee Support Programs, Including Mental Health
• Tuition Reimbursement
• Matching Charitable Gift Program
• Lucrative Referral Program
• Commuter Benefits
• Flexibility: Remote and Hybrid Opportunities Available