Experienced Licensed Customer Service Representative – Personal Lines Insurance
Join arenaflex, a leading global property and casualty insurer, and embark on a rewarding career as a Licensed Customer Service Representative.
About arenaflex
arenaflex is a purpose-driven organization committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. As a global leader in the insurance industry, we believe progress happens when people feel secure. By providing protection for the unexpected and delivering it with care, we help people embrace today and confidently pursue tomorrow.
About the Role
We are seeking an experienced Licensed Customer Service Representative to join our Customer Response Center team. As a key member of our team, you will provide timely, accurate, and responsive information and service to policyholders and agents for our Personal Lines products, plans, and programs. You will independently solve problems relating to policies within scope and escalate others as appropriate, ensuring high customer satisfaction, growth, and retention of business.
Responsibilities
- Provide exceptional customer service by responding promptly to all inbound customer calls regarding personal lines policies, limited by line. - Build rapport with each customer and listen to their requests and inquiries. - Work to retain policyholders who inquire about canceling auto policies through open listening, negotiating, and policy review of customer issues. - Use de-escalation tactics and when necessary, escalate to the appropriate team. - Process policyholder transactions accurately and within Customer Response Center established time standards. - Interpret policy contracts to insured based on expert knowledge of personal lines auto products. - Identify, understand, and interpret customer needs to implement resolutions and make recommendations for coverage enhancements. - Understand aspects of billing systems as it pertains to policy coverage. - Identify and communicate transactions and impact to policy premium. - Evaluate and make decisions regarding exceptions to payment plan and fees. - Manage and utilize time effectively to ensure the department meets required service levels for improved customer satisfaction results. - Proficiently utilize online reference materials relating to auto policies to provide confident, accurate, and efficient service. - Develop and maintain product, procedural, and technical systems knowledge. - Complete licensing and continuing education requirements. - Utilize technical systems, effectively and efficiently, including desktop, call center-specific phone systems, and required internet connectivity. - Perform additional duties as assigned.
Qualifications
- Associate's degree and 1+ year insurance experience preferred. - 3-5 years related Customer Service experience is required. - Ability to review, record, and organize written data from a variety of sources with no prescribed format is essential. - Excellent communication and interpersonal skills are required. - Personal Lines producer insurance licenses required upon hiring and training.
Work Environment and Culture
- Work from home with dependable, wired internet connectivity and a quiet, secure, distraction-free place to work. - Paid training is Monday – Friday, 9:00 am - 5:30 pm EST (full-time). - After onboarding and training, go-forward shifts will have a start time between the hours of 8 am and 10:30 am EST/8-hour shifts. - One weekend day (Saturday or Sunday) will be required with an alternate day off mid-week when working the weekend.
Benefits and Perks
- Comprehensive benefits package, including medical, dental, and vision insurance. - 401(k) plan with company match. - Paid time off and holidays. - Opportunities for career growth and professional development. - Collaborative and inclusive work environment. - Recognition and rewards for outstanding performance.
Skills and Competencies
- Analysis skills. - Billing. - Call centers. - Communication skills. - Contract analysis. - Customer response. - Customer satisfaction. - Customer support/service. - Desktop PC. - Insurance. - Interpersonal skills. - Licensing. - Needs assessment. - Negotiation skills. - Problem-solving skills. - Time management. - Transaction processing/management. - Work from home.
Career Growth Opportunities and Learning Benefits
- Opportunities for career advancement and professional growth. - Comprehensive training program to ensure success in the role. - Ongoing education and development opportunities to enhance skills and knowledge. - Collaborative and inclusive work environment that fosters open communication and feedback.
Compensation and Perks
- Competitive salary and benefits package. - Opportunities for bonuses and incentives. - Comprehensive benefits package, including medical, dental, and vision insurance. - 401(k) plan with company match. - Paid time off and holidays. - Opportunities for career growth and professional development.
How to Apply
If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!
Equal Opportunity Employer
arenaflex is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information, or on any basis prohibited by federal, state, or local law. Apply for this job