Customer Experience Manager (CEM - Commercial Auto))

AssuranceAmerica is a leading provider of property and casualty insurance products. The Customer Experience Manager will be responsible for handling inbound calls, assisting with billing and underwriting tasks, and maintaining strong agency relationships to support policy retention.

Responsibilities:

• Monitor the suspense and documents uploaded by the agent; ensuring timely processing of non-monied endorsements
• Provide professional phone support for complex billing inquiries, ensuring callers receive clear explanations, accurate account information and resolution
• Build and maintain strong agency relationships to support policy retention, including tracking, taking payments, processing pay plan rebuilds, and documenting actions
• Send policy memos that clearly communicate Underwriting requirements and compliance timelines
• Participate in round-robin phone and chat queues to support bilingual agents and insureds with accurate, guideline-consistent assistance
• Collaborate with underwriting, product and sales to stay up to date with improvements. Communicate ideas, thoughts, and concerns with the team
• Ensure internal compliance with regulatory/statutory requirements
• Meet productivity, service level, and quality assurance goals

Requirements:

• Education: Undergraduate degree in Risk Management/Insurance, Business, or related field; equivalent experience considered
• Experience: 1-0 years in commercial auto (non-standard) underwriting or closely related P&C roles; knowledge of underwriting principles and statutory requirements. Experience in retail agency space is also acceptable
• Skills: Proficiency with office productivity tools; ability to prioritize and meet service commitments
• Native, fluent, or working proficient in Spanish and English