Although this position is fully remote, it operates within a highly structured environment that requires you be fully present and engaged. This includes designated start and end times, scheduled lunch and break periods.
Assists internal and external customers with moderately complex issues related to insurance matters. Delivers exceptional service while proactively seeking feasible solutions within compliance and legal requirements. Communicates with customers via multiple channels while navigating multiple systems and platforms
Receives and responds to inquiries related to insurance matters. Interacts with customers, agents, and others to resolve moderately complex issues regarding policy provisions and conditions. Evaluates and interprets policy information within prescribed authority limits.
Accesses account information and communicates while working in multiple systems. Uses account information, deep product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations or decisions. Documents customer interactions and outcomes thoroughly in system. Escalates unresolved issues requiring advanced support for further resolution.
Builds knowledge and acumen through self-directed learning. Stays informed about underwriting and policy guidelines and other updates including compliance and legal requirements. Helps maintain department knowledge resources to keep them current. Performs other duties as assigned.
Actively listens to customer concerns to identify trends or patterns. Recognizes opportunities for process improvement and makes recommendations to leadership.
Partners with various departments including Policy Support, Claims and Underwriting to respond to customer inquiries. May work with external vendors to further address customer needs.
Adheres to assigned, tightly regulated schedule and follows procedures for requesting time off.

Experience Requirements

Minimum of 1-3 years customer service.
- 1 year of experience in call center environment, insurance, sales or related field preferred.
- Experience providing customer support within a high-volume, complex environment preferred. 
Strong technical aptitude:
- Intermediate computer skills with ability to navigate multiple systems simultaneously.
- Able to troubleshoot basic issues with equipment such as headset, internet, and connectivity.
- Experience with Microsoft Office suite of tools preferred.

Education Requirements

High School Diploma or equivalent required.
Other: Personal Lines or Property and Casualty license will be required for this role. Licensing exam must be obtained within a designated number of attempts or testing window in the state(s) in which the license is acquired.

Additional Qualification

Call center/agency experience
Demonstrated customer service skills
Strong verbal communication and listening skills
Demonstrated written communication skills
Demonstrated analytical skills
Demonstrated problem solving skills
Demonstrates excellent judgment and decision making skills
Friendly and service-oriented
Maintains a high degree of professionalism
Excellent or