Experienced Licensed Customer Service Representative – Personal Lines Insurance
Join arenaflex, a leading global property and casualty insurer, as we continue to grow and innovate in the insurance industry. As an Experienced Licensed Customer Service Representative, you will play a critical role in providing exceptional customer service to policyholders and agents, ensuring high customer satisfaction, growth, and retention of business.
About arenaflex
arenaflex is a purpose-driven organization committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. Through strong relationships, comprehensive benefits, and continuous learning opportunities, we seek to create an environment where employees can succeed, both professionally and personally. As a global property and casualty insurer, 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
As an Experienced Licensed Customer Service Representative, you will be responsible for providing timely, accurate, and responsive information and service to policyholders and agents for a division of Personal Lines products, plans, and programs. You will independently solve problems relating to policies within scope and escalate others as appropriate. You will identify, analyze, and own customer policy needs to ensure high customer satisfaction, growth, and retention of business.
Responsibilities
* Provides exceptional customer service by responding promptly to all inbound customer calls regarding personal lines policies, limited by line.
- Builds rapport with each customer.
- Listens to customers' requests and inquiries.
- Works to retain policyholders who inquire about canceling auto policies through open listening, negotiating, and policy review of customer issues.
- Uses de-escalation tactics and when necessary, escalates to appropriate team.
- Processes policyholder transactions accurately and within Customer Response Center established time standards.
- Interprets policy contracts to insured based on expert knowledge of personal lines auto products.
- Identifies, understands, and interprets customer needs to implement resolutions and makes recommendations for coverage enhancements.
- Understands aspects of billing systems as it pertains to policy coverage.
- Identifies and communicates transactions and impact to policy premium.
- Evaluates and makes decisions regarding exceptions to payment plan and fees.
- Manages and utilizes time effectively to ensure department meets required service levels for improved customer satisfaction results.
- Proficiently utilizes on-line reference materials relating to auto policies to provide confident, accurate, and efficient service.
- Develops and maintains product, procedural, and technical systems knowledge.
- Completes licensing and continuing education requirements.
- Utilizes technical systems, effectively and efficiently, including desktop, call center-specific phone systems, and has required internet connectivity.
- Performs additional duties as assigned.
Qualifications
* Active P&C Producers insurance license REQUIRED in addition to at least 2 years actively using the license.
- Associates 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.
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
Work Environment and Company Culture
As a remote employee, you will have the flexibility to work from home and enjoy a quiet, secure, distraction-free workspace. arenaflex provides all necessary equipment, including a reliable, wired internet connection with an upload speed of at least 5Mbps and a download speed of at least 25Mbps. You will be required to have dependable internet connectivity and a quiet workspace to ensure successful performance in this role. arenaflex is committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. We believe progress happens when people feel secure, and we strive to create an environment where employees can succeed, both professionally and personally. Our company culture values diversity, equity, and inclusion, and we are proud to support a diverse, equitable, and inclusive workplace.
Career Growth Opportunities and Learning Benefits
arenaflex offers a range of career growth opportunities and learning benefits to support your professional development and success. As an Experienced Licensed Customer Service Representative, you will have access to:
- Comprehensive training programs to develop your skills and knowledge
- Opportunities for career advancement and professional growth
- Continuous learning opportunities to stay up-to-date with industry trends and best practices
- A supportive and inclusive work environment that values diversity, equity, and inclusion
Compensation, Perks, and Benefits
arenaflex offers a competitive compensation package, including:
- Competitive salary and bonus structure
- Comprehensive benefits package, including medical, dental, and vision insurance
- 401(k) retirement plan with company match
- Paid time off and holidays
- Flexible work arrangements, including remote work options
- Professional development opportunities and training programs
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 and welcomes applications from diverse candidates. We are committed to fostering an inclusive and diverse workplace where employees from all backgrounds can build long and meaningful careers. 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