Customer Service Representative

Insurify is one of America's fastest-growing MIT FinTech startups, changing the way millions of people compare, buy, and manage insurance with technology and superior product design. The Customer Service Representative will assess customer issues, coordinate onboarding documents, and ensure customer satisfaction by resolving complaints and providing timely solutions.

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
• 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
• Licensed in Property & Casualty Insurance preferred
• Bilingual is a plus