Note: The job is a remote job and is open to candidates in USA. FOCUS provides cloud-based, core administration solutions for P&C insurance companies and MGAs. The Customer Service Representative will deliver quality customer service by answering inbound calls or chats from clients and agents regarding personal lines insurance policies.
Responsibilities
- Diagnose customer requests at a foundational level, provide solutions and use a structured thought process to achieve results while balancing customers’ needs with company/carrier guidelines
- Manage call metrics which include (but not limited to) call quality, average handle time, availability, hold times, as set by department standards
- Prioritizes and manages workflow to ensure efficient, timely, and accurate process of transactions while adhering to the standard operating procedures
- Develops successful customer relationships via the telephone and/or chat and ensures the highest level of customer service
- Takes ownership of each call, handling until resolution is reached; includes follow-up as necessary to ensure the actions promised to caller are completed
- Utilizes knowledge of automated systems to review and issue non-premium bearing endorsements as well as answer questions, document conversations and document files
- Requests additional documentation necessary for the processing of endorsements and cancellations
- Communicates effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests
- Reviews, organizes and forwards information to other areas for handling or consideration
- Assists agents with policy related questions and assists agents with system related questions
Skills
- Two (2) years Agency experience in Personal Lines including homeowners and other lines; or equivalent combination of education and experience
- Knowledge of Property/Casualty Insurance operations and policy elements
Benefits
- Medical, Dental, Vision, Life, Pet; Flexible Spending Account
- 401K Match
- Work-Life Balance: Personal Days, PTO Days, 12 Paid Holidays, Two Paid Days for Volunteer Service, Paid Parental Leave
- Short and Long-Term Disability
- Employee Support Programs, Including Mental Health
- Tuition Reimbursement
- Matching Charitable Gift Program
- Lucrative Referral Program
- Commuter Benefits
- Flexibility: Remote and Hybrid Opportunities Available
Company Overview