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 MGAs. The Customer Service Representative delivers exceptional customer service by handling inbound calls, chats, and task processing related to personal lines insurance policies, including policy questions, endorsements, cancellations, payments, billing inquiries, and documentation requests.
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
- 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
- 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, 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
- Use of a company-provided computer, headset, and other necessary equipment
Company Overview