Key Responsibilities

• Handle inbound and outbound customer interactions via phone, email, and other communication channels.
• Conduct comprehensive policy reviews and explain coverages, products, and options to policyholders.
• Identify customer needs and recommend appropriate coverage enhancements within company guidelines.
• Process policy transactions, endorsements, renewals, and service requests accurately and efficiently.
• Review and interpret policy information while ensuring compliance with underwriting guidelines and regulatory requirements.
• Respond to customer and agency inquiries with professionalism, timeliness, and a consultative approach.
• Prepare written correspondence and documentation related to service requests and account activity.
• Maintain detailed records and update information across multiple systems.
• Deliver a high-quality customer experience while meeting productivity, quality, and service standards.
• Participate in training, team meetings, and special projects as assigned.
• Serve as a resource for peers and contribute to a collaborative team environment.

What Success Looks Like

Performance is measured through a combination of:

• Customer service and satisfaction results
• Quality assurance scores
• Schedule adherence and productivity metrics
• Retention and account growth opportunities
• Effective resolution of customer inquiries
• Accuracy and compliance in policy servicing

Qualifications

• 2+ years of experience working within the insurance industry, either with an insurance carrier or agency.
• Prior customer service, contact center, or call center experience strongly preferred.
• Active insurance licensing or the ability to obtain and maintain required licensing.
• Strong consultative sales and relationship-building skills.
• Excellent verbal and written communication abilities.
• Proven ability to multitask across multiple systems and applications simultaneously.
• Strong organizational skills and ability to manage competing priorities.
• Critical-thinking and problem-solving capabilities with a customer-focused mindset.
• Proficiency with Microsoft Office applications and other business software platforms.
• Ability to work independently while contributing positively to a team environment.

Desired Skills

• Exceptional customer service and communication skills.
• Ability to build trust and rapport with diverse clients and business partners.
• Flexibility and adaptability in a fast-paced environment.
• Strong accountability and ownership of customer concerns.
• Sound judgment and decision-making abilities.
• General knowledge of personal lines insurance products and coverages.

Work Environment

• Primarily office or home-office based environment.
• Significant phone-based interaction throughout the workday.
• Ability to sit and work at a computer for extended periods.
• Hybrid and remote work options may be available based on business needs and location.

This is an excellent opportunity for an insurance professional seeking long-term career growth with a stable and nationally recognized organization that values employee development, collaboration, and customer excellence.