Customer Service Representative

Insurify is one of America’s fastest-growing MIT FinTech startups, recognized for its innovative approach to insurance comparison and management. The Customer Service Representative will assess customer issues, provide effective solutions, and contribute to a seamless customer experience.

Responsibilities:

• Expertly assess and evaluate the best path of resolution for customer issues including coverage challenges, complaints, and payment issues during incoming calls, ensuring that customers receive timely and effective solutions
• Contribute to a smooth and successful customer experiences through the coordination of onboarding documents (insurance policies, supporting documentation) needed for sale finalization
• Apply problem-solving skills and understanding of insurance industry workflows to navigate complex situations, ensuring that customers receive the best possible outcomes
• Ensuring the information is accurate and verifying customers' coverage. Often may need to deliver proof of insurance paperwork and resolve billing and general issues to ensure customer satisfaction
• Assist in the development of new processes for the onboarding and retention of customers. Provide feedback for improvements of existing processes
• Play a crucial role in resolving carriers and customers complaints by presenting well-considered solutions and alternatives within the timeframes set, and follow up to ensure that any issue has been fully resolved
• Ensure no client is overlooked by entering into carrier portals and pulling lists of clients and initiating timely follow-ups.Proactively educate customers on how to avoid potential policy interruptions and premium increases, helping them to maintain stable and affordable coverage

Requirements:

• Experience in Customer Support via phone, email and chat
• Excellent communication skills
• Phenomenal phone skills
• Well-organized and self-driven
• Licensed in Property & Casualty Insurance required
• Must be located in one of the following states: AL, AR, AZ, CO, FL, GA, IA, IL, MA, MI, MN, MO, NC, NH, NJ, NY, OH, PA, RI, TN, TX, UT, VA
• Bilingual is a plus