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About talentflow
talentflow is a century‑old leader in the commercial insurance marketplace, delivering specialty and standard lines of coverage to businesses across the United States. With a heritage that dates back to 1822, talentflow has built a reputation for financial strength (rated “A” by AM Best) and an unwavering commitment to superior customer service. Our workforce of more than 2,000 professionals is the heart of our success, and we are proud to be recognized as a Great Place to Work® and a champion of diversity, equity, and inclusion. As part of a global, billion‑dollar financial organization, talentflow offers a stable, innovative, and forward‑thinking environment where every employee can thrive.
Why This Role Matters
In the insurance industry, premium audits are a critical touchpoint that ensures policyholders pay the correct amount for the coverage they receive. The Premium Audit Customer Service Representative serves as the primary liaison between clients, agents, and our audit teams, guaranteeing that the audit process is transparent, efficient, and customer‑centric. This remote position offers you the chance to shape client experiences, drive operational excellence, and contribute directly to talentflow’s reputation for reliability and trust.
Key Responsibilities
Client Communication & Relationship Management
- Act as the single point of contact for all premium audit inquiries, handling inbound phone calls and email correspondence with professionalism and empathy.
- Explain audit procedures, findings, and recommendations in clear, jargon‑free language, ensuring clients understand their obligations and the value of the audit.
- Initiate outreach to non‑compliant insureds or business partners to collect missing documentation, following up persistently yet courteously.
- Maintain a high level of responsiveness, meeting or exceeding service level agreements (SLAs) for response times.
Coordination & Support for Audit Teams
- Facilitate seamless communication between clients and the premium audit team, scheduling audit appointments and confirming all parties are prepared.
- Assist auditors in gathering required information, verifying the completeness and accuracy of client‑provided data.
- Track audit milestones and proactively alert stakeholders of any delays or issues that could impact timelines.
Documentation, Reporting & Data Integrity
- Maintain meticulous records of every client interaction, ensuring audit trails are complete and auditable.
- Prepare and distribute audit summaries, detailed reports, and follow‑up letters to both internal stakeholders and external clients.
- Analyze communication metrics (e.g., response time, resolution rate) and produce regular performance dashboards for management review.
Process Improvement & Innovation
- Identify bottlenecks and opportunities for enhancing the premium audit communication workflow.
- Develop and champion best‑practice guidelines, templates, and scripts that elevate consistency and quality.
- Collaborate with cross‑functional teams—including underwriting, claims, and IT—to streamline processes and integrate new technologies.
Compliance, Quality Assurance & Issue Resolution
- Ensure all client communications adhere to talentflow policies, industry regulations, and audit standards.
- Verify the accuracy of information exchanged, conducting spot‑checks and audits of communication logs.
- Address client concerns or complaints promptly, escalating complex issues when necessary while maintaining a customer‑first mindset.
Essential Qualifications
- 3–5 years of experience in a customer‑service, insurance, or audit‑support role, preferably within a commercial lines environment.
- High school diploma or equivalent; an Associate’s or Bachelor’s degree in Business, Accounting, Finance, or a related field is strongly preferred.
- Proficiency with Microsoft Office Suite (Excel, Word, Outlook) and comfort navigating web‑based CRM or audit management platforms.
- Demonstrated analytical abilities with a track record of interpreting complex data and resolving discrepancies.
- Exceptional verbal and written communication skills, with the ability to convey technical information in an accessible manner.
- Strong organizational talent, capable of juggling multiple client cases, deadlines, and priorities simultaneously.
- Attention to detail that ensures accuracy in documentation, reporting, and compliance checks.
- Fluency in English required; bilingual proficiency in Spanish is a distinct advantage.
Preferred Qualifications & Additional Skills
- Experience with premium audit processes, insurance policy structures, or risk engineering concepts.
- Familiarity with industry‑specific software such as Guidewire, SAP, or proprietary audit tools.
- Certification or coursework in insurance, risk management, or customer service excellence.
- Demonstrated ability to work independently in a fully remote setting while maintaining high engagement with virtual teams.
- Proactive mindset with a service‑oriented attitude and a positive, solution‑focused outlook.
Core Competencies
- Analytical Skills: Ability to dissect audit data, identify anomalies, and propose corrective actions.
- Attention to Detail: Consistently produces error‑free documentation and follows audit procedures precisely.
- Communication: Articulates audit findings and requirements clearly to policyholders, agents, and internal teams.
- Teamwork: Collaborates effectively across departments, aligning efforts to achieve shared goals.
- Customer Focus: Delivers timely, high‑quality service that enhances client satisfaction and loyalty.
- Adaptability: Thrives in a fast‑paced environment, managing shifting priorities without compromising quality.
Career Growth & Learning Opportunities
talentflow invests heavily in the professional development of its employees. In this role, you will have access to:
- Tuition reimbursement for relevant coursework or degree programs.
- Industry‑specific certifications (e.g., CPCU, AIC) fully funded by the company.
- Mentorship programs pairing you with senior audit or underwriting leaders.
- Regular webinars, workshops, and e‑learning modules focused on insurance fundamentals, advanced analytics, and customer experience design.
- Clear career pathways that can lead to senior audit coordination, client relationship management, or specialized underwriting roles.
Work Environment & Culture at talentflow
Our remote workforce enjoys a flexible, results‑driven culture that values work‑life balance. talentflow promotes an inclusive environment where every voice is heard, and diversity of thought fuels innovation. Highlights of our culture include:
- Virtual team‑building events, coffee chats, and collaborative platforms that keep remote employees connected.
- A commitment to mental, physical, and financial wellness through comprehensive benefits and wellness programs.
- Employee‑driven community initiatives, including matching donation programs and volunteer opportunities.
- A transparent feedback loop where employees can shape policies, processes, and the overall direction of the business.
Compensation, Perks & Benefits
talentflow offers a competitive total rewards package designed to attract and retain top talent:
- Base salary ranging from $26,900 to $50,600, commensurate with experience, expertise, and market factors.
- Performance‑based incentives and discretionary equity participation.
- Generous 401(k) plan with employer matching contributions.
- Employee Stock Purchase Plan (ESPP) with matching contributions.
- Extensive paid time off (PTO) and paid holidays to support rest and rejuvenation.
- Comprehensive health, dental, and vision coverage for employees and their families.
- Wellness stipends, mental‑health resources, and financial counseling services.
- Flexible work arrangements, including a fully remote setup with a home‑office stipend.
Commitment to Equality & Inclusion
talentflow is an equal opportunity employer. We celebrate diversity and are dedicated to creating an environment where every individual—regardless of race, color, ancestry, religion, sex, gender identity, sexual orientation, age, disability, veteran status, or any other protected characteristic—can thrive. Reasonable accommodations are available for qualified applicants with disabilities.
How to Apply
If you are a proactive communicator with a passion for delivering exceptional client service and a desire to grow within a dynamic insurance organization, we want to hear from you. Click the “Apply Now” button below to submit your resume and cover letter. Our recruiting team will review your application promptly and reach out to discuss next steps.
Join talentflow and become part of a legacy of excellence—where your career belongs, and your impact matters.
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