Licensed Customer Service Representative

Job Description:

• Answer incoming calls and respond to customer questions regarding policies and billing or forward call to appropriate personnel as needed.
• Understand and comply with the assigned level of authority taking payments and mortgage verifications.
• Research customer inquiries and respond to appropriate parties in a timely manner.
• Process calls in a manner that ensures service levels are met or exceeded.
• Process requests within authority level and properly document files.
• Interface with team members, management, and customers in reference to customer service issues.
• Recognize when to refer callers to underwriters and ability to do so in a timely manner.
• Manage large volume of inbound and outbound calls.
• Provide accurate, valid and complete information by using the right methods/tools.
• Follow communication procedures, guidelines and policies.

Requirements:

• One or more active license in Property & Casualty.
• 2+ years of customer service in a call center environment.
• Ability to work independently and effectively in a fast-paced, high volume call center.
• Strong attention to detail and good decision-making skills.
• Proven business and analytical problem-solving skills.
• Product knowledge of Property and Casualty Insurance.
• Gather and analyze information skillfully.
• Ability to learn and properly process information with Company specific software.
• Ability to follow policies and procedures.
• Ability to maintain confidentiality.
• Demonstrated ability to effectively manage difficult or emotional customer situations.
• High school diploma or general education degree (GED).
• 2+ years of Property and Casualty Insurance experience and/or training; or equivalent combination of education and experience.
• Insurance experience, preferably with an insurance agency or direct carrier.
• Experience with homeowners' insurance preferred.
• Bilingual in Spanish preferred.
• Regular, predictable attendance.
• Ability to adapt to change.
• A positive attitude and takes pride in doing great work.
• Self-motivated with a desire to succeed.

Benefits:

• Comprehensive coverage for health, life, and financial wellbeing.
• Three (3) Medical plan options.
• Two (2) Dental plan options.
• Vision plan options.
• Critical Illness, Hospital Indemnity, and Accident plans offered voluntarily.
• Pre-tax savings options including a partially employer funded Health Savings Account and employee Flexible Savings Accounts.
• Company paid Basic Life and AD&D.
• Short and Long-Term Disability benefits.
• Voluntary Life and AD&D plans.
• Traditional and Roth 401(k) plans available with discretionary employer match.
• Employer paid wellbeing program with access to guided meditation and mindfulness exercises.
• Quarterly wellness challenges and prizes through Brio Health.
• LifeBalance offers discounts on gym memberships, travel, appliances, movies, and pet insurance.
• Flexible paid vacation, paid holidays, paid sick time, paid parental leave, identity theft program, and travel assistance.