Customer Care Representative – Producer/Agent P&C

Role Overview

• Deliver exceptional customer service while proactively seeking solutions within compliance and legal requirements.
• Communicate with customers and agents via multiple channels (phone, chats, emails) while navigating multiple systems and platforms.
• Receive and respond to inquiries related to insurance matters.
• Interact with customers, agents, and others to resolve moderately complex issues regarding policy provisions and conditions.
• Evaluate and interpret policy information within prescribed authority limits.
• Access account information and communicate while working in multiple systems.
• Use account information, deep product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations or decisions.
• Document customer interactions and outcomes thoroughly in system.
• Escalate unresolved issues requiring advanced support for further resolution.
• Build knowledge and acumen through self-directed learning.
• Stay informed about underwriting and policy guidelines and other updates including compliance and legal requirements.
• Help maintain department knowledge resources to keep them current.
• Actively listen to customer concerns to identify trends or patterns.
• Recognize opportunities for process improvement and makes recommendations to leadership.
• Partner with various departments including Policy Support, Claims and Underwriting to respond to customer inquiries.
• May work with external vendors to further address customer needs.
• Adhere to assigned, tightly regulated schedule and follow procedures for requesting time off.

Requirements

• High School Diploma or equivalent required
• Property and Casualty license is required for this role
• Minimum of 1-3 years customer service
• 1 year of experience in call center environment 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

Benefits

• 401(K) Plan
• Generous PTO
• Tuition Reimbursement
• Paid Training
• Bonus Opportunity (based on Company and Individual Performance)
• Medical
• Dental
• Vision
• Health Savings and Flexible Spending Accounts
• Life Insurance
• Paid Parental Leave
• Tuition Assistance