Note: The job is a remote job and is open to candidates in USA. FOCUS provides cloud-based core administration solutions and services for property and casualty insurance companies and managing general agents. The Customer Service Representative delivers customer support in a fast-paced call center environment by handling inbound calls and chats, processing policy transactions, answering insurance and billing questions, and maintaining a positive client experience while meeting service standards.
Responsibilities
- Respond to inbound phone calls and chats from clients and/or agents in a professional and timely manner
- Provide accurate information regarding policies, coverage, billing, payments, and endorsements
- Resolve client inquiries, complaints, and requests efficiently while maintaining a positive customer experience
- Process assigned tasks accurately and efficiently, including policy updates, endorsements, cancellations, and other related transactions
- Prioritize workload to meet service level agreements and departmental standards
- Ensure compliance with company policies, procedures, and regulatory requirements
- Collaborate with team members and leadership to share knowledge, improve workflows, and enhance the overall client experience
- Participate in training, coaching, and team meetings to maintain skill proficiency and stay current with policies and procedures
Skills
- • Two (2) years Agency experience in Personal Lines including homeowners and other lines; or equivalent combination of education and experience
- • Two (2) years Agency experience in Personal Lines including homeowners and other lines; or equivalent combination of education and experience
- • Must have Personal Lines experience (Homeowners)
- • Strong verbal and written communication skills
- • Ability to manage multiple tasks efficiently and maintain high accuracy
- • Proficiency with insurance systems and standard office software
- • Ability to handle difficult or upset clients professionally, using effective de-escalation techniques to resolve issues and maintain positive customer relationships
- • Strong problem-solving and conflict-resolution skills
- • Self-motivated, disciplined, and able to maintain productivity without direct supervision
- • Basic proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams) for documentation, reporting, and team collaboration
- • Position is fully remote; employee is expected to maintain a dedicated, distraction-free workspace
- • Employee is responsible for providing a reliable internet connection that meets minimum speed requirements
- • Work schedule may include standard business hours; flexibility may be required to meet peak call/chat volumes
- • Ability to manage multiple communication channels (calls, chats, task systems) efficiently from home
- • Must be self-motivated, organized, and able to maintain productivity without direct supervision
- • Knowledge of Property/Casualty Insurance operations and policy elements preferred
- • Active 2-20 or 4-40 license or industry designation such as CPCU or CIC preferred
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Pet insurance
- Flexible Spending Account
- 401K Match
- 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-provided computer, headset, and other necessary equipment
Company Overview