Customer Service Product Specialist (Remote)

Risk Strategies Company is part of One80 Intermediaries, a global insurance distribution platform. The Customer Service Product Specialist is responsible for supporting the development and promotion of an assigned association by providing expertise, collaborating with teams, managing escalations, and ensuring that service offerings meet member needs.

Responsibilities:

• Serve as the primary internal point of contact for the assigned association, providing insights, guidance, and support to internal teams and select members
• Act as a trusted resource for association members seeking assistance with complex or sensitive matters, assessing needs, coordinating with appropriate departments, and maintaining ownership of the overall experience
• Own and resolve complex account issues, policy questions, and escalations requiring advanced analysis, discretion, or extended follow‑up
• Serve as a direct point of contact for association representatives and trust stakeholders, providing proactive communication, updates, and partnership on high‑importance member cases
• Deliver high‑touch, white‑glove service experiences, professionally managing sensitive and confidential matters with the highest level of discretion, judgment, and professionalism
• Collaborate across Life & Health and Business Insurance lines, partnering with Customer Service, Team Leads, Training, Billing, Claims, IT, Five9, Marketing, and other internal and external partners to support end‑to‑end case resolution, process improvement, and technology enablement
• Proactively bring forward ideas and recommendations that enhance operational efficiency, member experience, and first‑call‑resolution outcomes
• Maintain working knowledge of Life & Health and Business Insurance workflows and core product offerings to consistently support members and deliver an elevated experience
• Manage and prioritize a caseload of complex matters requiring investigation, coordination, sound judgment, and follow‑through
• Lead or support special projects involving in‑depth research and collaboration with association leadership, carriers, internal partners, and members, including matters with broader impact across multiple accounts
• Identify trends, recurring issues, and process gaps through surveys, quality reviews, internal feedback, and member interactions, and elevate recommendations for improvement
• Support frontline service teams by having time-intensive or sensitive cases, allowing customer service representatives to remain focused on call volumes and daily operational responsibilities
• Maintain thorough and accurate documentation, case notes, and communication records across relevant systems
• Serve as a backup to the Association Supervisor and Team Lead, frequently interfacing with multiple business units across the organization that support the assigned association to ensure seamless service continuity, alignment, and effective resolution based on business needs
• Willingness to obtain Life & Health and Property & Casualty licenses as required
• Participate in occasional association or partner events as needed (less than 5% travel)

Requirements:

• Bachelor's degree or comparable professional experience
• Experience in customer service, insurance, financial services, or a related field; product knowledge can be learned, but an exceptional service mindset is essential
• Demonstrated ability to deliver white‑glove service and build trust through empathy, professionalism, sound judgment, and clear communication
• Strong research, analytical, problem‑solving, and time‑management skills
• Excellent written and verbal communication skills, with confidence engaging members, association representatives, and internal stakeholders
• High attention to detail and the ability to manage multiple, complex matters simultaneously
• Comfort handling sensitive, nuanced, or ambiguous situations with discretion and professionalism
• Proficiency with CRM tools, internal systems, and documentation platforms
• Ability to work independently while collaborating effectively across teams, business units, and technology partners
• Strong sense of ownership, accountability, and follow‑through
• Naturally curious and resourceful, with a desire to understand root causes and drive resolution
• Ability to build trusted relationships with internal partners and external stakeholders
• Willingness to obtain Life & Health and Property & Casualty licenses as required
• Life & Health license preferred, or the ability to obtain within 90 days
• Ideal candidate attributes include experience handling escalated or high‑importance accounts, exposure to the insurance industry, and familiarity with service environments where discretion, trust, and technology‑enabled solutions are critical