Department: Customer Service
Answer Financial is an Allstate company with 25+ years in the industry and one of the nation's largest and longest running personal lines insurance agencies. We are 100% remote - work from home company.
As a successful Customer Service Agent with Answer Financial, youll be the frontline contact for our customers, partners, and insurance carriershandling both inbound and outbound communications. You'll process service requests, resolve policy inquiries, support field agents, and ensure all actions meet carrier, company, and state regulatory standards.
Requirements for the position include the ability and desire to work one of the following shifts: Monday to Friday from 10:00am-7:00pm or 11:00am-8:00pm Eastern time with a Saturday rotation from 1:00pm-10:00pm Eastern time.
Responsibilities
- Provides excellent customer service by responding promptly to all inbound calls, as well as service requests regarding insurance policies.
- Completes basic research related to customer queries and requests. If unable to resolve requests, identifies and engages appropriate departments, individuals, or escalation paths.
- Identifies, understands, and interprets customer needs to implement resolutions and make recommendations for coverage enhancements.
- Receive and resolve inquiries from/to customers and/or carriers and/or partners.
- Process customer/carrier/partner requests in a professional and timely manner.
- Provide follow-up on applications and/or additional paperwork with customers, carriers, and partners to ensure policies are issued on time and remain in force.
- Review and update Answer Financial and carrier systems to accurately reflect changes to customer policies.
- Ensure agency, carrier and regulatory underwriting guidelines are followed.
- Exercise responsive and timely follow-up to customer inquiries to finalize and/or preserve the sale.
- Provide support to field agents who have questions related to Answer products, systems or services.
- Collaborate with appropriate team members to determine necessary strategic sales approaches.
- Ensure follow-up by passing leads to appropriate team members with calls-to-action, dates, and complete profile information, sources, etc.
- Enter new customer data and update changes to existing accounts in corporate database(s).
- Communicating with clients via text and email to complete Service requests.
- Focus on client retention and positive customer experience
Experience/Skills
- 1-2 years customer service experience in a call center environment required.
- Excellent verbal and written communication skills.
- Strong customer service, problem solving and investigation skills. Take initiative, multi-task, be collaborative, and use sound judgment in decision making and problem solving.
- Ability to provide professional and winning customer experience.
- Ability to embrace change and make adjustment when necessary.
- Demonstrated ability to set and achieve goals.
- Successfully complete all product and/or skill-enhancement training.
- Demonstrated multi-tasking and proficiency of MS Office products (Outlook, Word, and Excel), internet, and other related computer applications.
- Work well independently and as part of a team.
- Ability to identify trends, present solutions for issues and/or opportunities for improvement.
- Ability to build effective working relationships with co-workers including peers and leaders.
- Flexibility with work schedules to meet the needs of customers and the business
Education/Certifications
- High school diploma or equivalent required.
- Active property and casualty license preferred.
- Pass and/or maintain required state licensing and carrier appointments required.
- Bilingual, 100% proficiency in English and Spanish, verbal and written required.
Additional Requirements
- Answer associates are required to have a distraction-free workspace.
- If licensed, active resident state *P&C license in good standing and CE compliant, required.
- If unlicensed, successfully complete pre-licensing study program and pass resident state Department of Insurance P&C exam, required.
The compensation range for this role is a base hourly pay rate of $19.00-$21.00 per hour.
In addition to day one health benefits, we offer a company matched 401(k) plan, generous paid time off, internet stipend, and much more! Visit our benefit site to learn more at www.allstategoodlife.com/AFI.
*Please note Company guidelines require a Property & Casualty license. You are responsible for completing and covering the cost of all Continuing Education courses if required within 6 months of hire date. Candidates with a Personal Lines license will join an unlicensed class, complete pre-licensing courses, and sit for their resident state P&C license. **In addition, due to state pre-licensing requirements and resident license processing we do not hire in certain states if you are unlicensed.
***Technical Requirements for Employment:
- Reliable high-speed internet with wired connection (Ethernet)
- Dedicated, distraction-free home workspace (equipment provided).
Answer Financial provides a comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse. Employees eligible to work from home also receive a monthly connectivity reimbursement to help offset internet costs. When working from home, you must have a dedicated, private workspace free from distractions, along with appropriate desk and seating. Reliable internet is required, with minimum speeds of 50 MB download and 5 MB upload.
PHYSICAL REQUIREMENTS:
- Representative of those that must be met by an employee to successfully perform the essential functions of the job. Must be able to operate a PC, other relevant office tools/equipment, sit for extended periods and/or occasionally stand for extended periods. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.
Answer Financial is an equal opportunity employer.
Requires 1–2 years of call center customer service experience, high school diploma, English and Spanish proficiency, MS Office skills, and U.S. work authorization; property and casualty licensing is required or must be obtained.
Key Responsibilities
- resolving inquiries
- processing requests
- updating policies
Skills & Tools
Microsoft Outlook, Microsoft Word, Microsoft Excel, internet, Ethernet, PC
Job Details
- Category: Customer Service
- Seniority: Entry Level
- Commitment: Full Time
- Workplace: Remote — United States
- Salary: USD 39,520 – 43,680 / year
- Languages: English, Spanish
Benefits
- 401k matching
- Generous paid time off
- Retirement plan
About Answer Financial
A personal lines insurance agency providing policy service and support. — Industry: Finance