Senior Associate

The P&C; Licensed Customer Service Representative is responsible for delivering high-quality service to customers and agents by accurately handling inquiries related to property and casualty insurance policies and billing. This role requires active use of a valid P&C; license to process policy changes, resolve service issues, and ensure compliance with regulatory and company guidelines.

The representative will manage inbound and outbound communications, document customer interactions, and provide timely, professional resolutions while maintaining a strong focus on accuracy, efficiency, and customer satisfaction. Success in this role requires solid insurance knowledge, attention to detail, and the ability to navigate multiple systems in a fast-paced service environment.

Responsibilities:

•Deliver a positive, knowledgeable, and professional service experience to customers and agents across all interactions.

•Handle a high volume of inbound and outbound calls (approximately 50 calls per day), efficiently resolving Property & Casualty policy and billing inquiries.

•Document customer interactions, policy updates, and resolutions accurately within internal systems.

•Meet or exceed performance expectations in a metrics-driven environment, including customer experience, quality, handle time, adherence, and productivity.

•Adhere to company policies, confidentiality standards, and security protocols to maintain a safe and compliant environment.

•Participate in required training, self-learning modules, and ongoing development to maintain licensure, product knowledge, and performance standards.

•Collaborate with supervisors and team members to review service trends, address customer issues, and support continuous improvement initiatives.

•Work effectively in a high-volume, phone-based environment, managing back-to-back calls, multiple systems, and potentially difficult or irate customers.

•Maintain a dedicated, quiet work-from-home environment free from distractions, ensuring readiness for remote work requirements.

Function: Customer Service
Experience Level: Associate