Experienced Licensed Customer Service Representative – Personal Lines Insurance
Join arenaflex, a leading global property and casualty insurer, and embark on a rewarding career as an Experienced Licensed Customer Service Representative. At arenaflex, we're committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. As a purpose-driven organization, 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 arenaflex
arenaflex is a global property and casualty insurer that has grown into the sixth largest insurer in the world, based on 2020 gross written premium. Since 1912, we've maintained our commitment to the belief that progress happens when people feel secure. At arenaflex, we work hard every day to support our customers and our people, so they can protect their families, build their businesses, and invest in their futures.
Job Summary
We're seeking an Experienced Licensed Customer Service Representative to join our Customer Response Center. As a key member of our team, you'll provide timely, accurate, and responsive information and service to policyholders and agents for our Personal Lines products, plans, and programs. You'll independently solve problems relating to policies within scope and escalate others as appropriate. Your primary goal will be to ensure high customer satisfaction, growth, and retention of business.
Responsibilities
As an Experienced Licensed Customer Service Representative, your key responsibilities will include:
- Providing exceptional customer service by responding promptly to all inbound customer calls regarding personal lines policies, limited by line.
- Building rapport with each customer.
- Listening to customers' requests and inquiries.
- Working to retain policyholders who inquire about canceling auto policies through open listening, negotiating, and policy review of customer issues.
- Using de-escalation tactics and when necessary, escalating to appropriate team.
- Processing policyholder transactions accurately and within Customer Response Center established time standards.
- Interpreting policy contracts to insured based on expert knowledge of personal lines auto products.
- Identifying, understanding, and interpreting customer needs to implement resolutions and makes recommendations for coverage enhancements.
- Understanding aspects of billing systems as it pertains to policy coverage.
- Identifying and communicating transactions and impact to policy premium.
- Evaluating and making decisions regarding exceptions to payment plan and fees.
- Managing and utilizing time effectively to ensure department meets required service levels for improved customer satisfaction results.
- Proficiently utilizing on-line reference materials relating to auto policies to provide confident, accurate, and efficient service.
- Developing and maintaining product, procedural, and technical systems knowledge.
- Completing licensing and continuing education requirements.
- Utilizing technical systems, effectively and efficiently, including desktop, call center specific phone systems, and required internet connectivity.
- Performing additional duties as assigned.
Qualifications
To be successful in this role, you'll need:
- An Associate's degree and 1+ year of insurance experience (preferably in Personal Lines).
- 3-5 years of related Customer Service experience.
- The ability to review, record, and organize written data from a variety of sources with no prescribed format.
- Excellent communication and interpersonal skills.
- A Personal Lines producer insurance license (required upon hiring and training).
Work Environment and Culture
As a remote employee, you'll have the flexibility to work from home and enjoy a quiet, secure, distraction-free workspace. You'll need to have dependable, wired internet connectivity with an upload speed of at least 5Mbps and a download speed of at least 25Mbps. Our company culture is built on the principles of diversity, equity, and inclusion, and we're committed to fostering a workplace where all employees feel a sense of community, belonging, and can do their best work.
Training and Development
Our training program is designed to equip you with the skills and knowledge you need to succeed in this role. You'll receive comprehensive training on our products, systems, and procedures, as well as ongoing support and development opportunities. Our training program includes:
- A 2-week paid training program, Monday through Friday, 9:00am - 5:30pm EST.
- Ongoing coaching and mentoring to ensure your success.
- Opportunities for professional growth and development.
Compensation and Benefits
We offer a competitive salary and a comprehensive benefits package, including:
- A competitive salary benchmarked at industry standards.
- Comprehensive health insurance, including medical, dental, and vision coverage.
- 401(k) retirement plan with company match.
- Paid time off, including vacation, sick leave, and holidays.
- Opportunities for professional growth and development.
How to Apply
If you're a motivated individual ready to contribute to a thriving team, we encourage you to apply now! Please submit your application, including your resume and a cover letter, to [insert contact information]. We're excited to review your application and look forward to hearing from you!
Equal Opportunity Employer
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to fostering an inclusive workplace where all employees feel valued, respected, and empowered to succeed. Apply for this job