Customer Experience Specialist – Surplus Lines

Role Overview

• Manage client communications by responding to emails, inquiries, billing questions, and payment confirmations in a professional and timely manner
• Prepare, process, and distribute surplus lines tax reports, tax payments, and filing confirmations to clients
• Communicate and coordinate regularly with state regulators to ensure compliance with surplus lines requirements and regulations
• Delegate and oversee backend processing tasks while supporting operational efficiency and accuracy
• Train, mentor, and provide day-to-day guidance to team members on workflows, processes, and best practices
• Serve as an escalation point for client and operational issues, including participation in client issue resolution calls
• Provide cross-functional support and backup coverage for leadership team members as needed
• Effectively manage multiple priorities in a fast-paced environment while collaborating with clients, regulators, accounting teams, and internal departments

Requirements

• High school diploma or equivalent required
• Minimum of 2 years of surplus lines tax filing experience required
• Property & Casualty (P&C) license preferred
• Proficient in Microsoft Office Suite, including Word, Outlook, Access, and advanced Excel skills
• Strong customer service orientation with a passion for problem-solving and delivering exceptional client support
• Excellent written and verbal communication skills, with the ability to effectively communicate with clients and de-escalate concerns professionally
• Collaborative team player with a strong commitment to supporting colleagues and contributing to overall team success
• Highly detail-oriented and process-driven, with a focus on accuracy, organization, and thorough documentation
• Technically proficient with the ability to quickly learn and navigate multiple internal and external systems and platforms

Benefits

• Generous PTO plan with paid holidays + floating holidays
• 100% paid Employee Healthcare on Day 1
• Eligible for all medical, dental, and vision benefits on Day 1
• 401k with employer match, vested on Day 1
• Opportunity to work for a growing, global organization.
• Ability to engage with clients and internal partners to make an impact.
• Organization-wide focus on growth and development