Experienced Licensed Customer Service Representative – Personal Lines Insurance

Join arenaflex, a leading global property and casualty insurer, in providing exceptional customer service and support to policyholders and agents. As an Experienced Licensed Customer Service Representative, you will play a critical role in delivering timely, accurate, and responsive information and service to our customers, while also driving business growth and retention.

About arenaflex

arenaflex is a purpose-driven organization 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 provide protection for the unexpected and deliver it with care. Our mission is to create an environment where employees can succeed, both professionally and personally.

Job Summary

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 exceptional customer service by responding promptly to all inbound customer calls regarding personal lines policies. You will build rapport with each customer, listen to their requests and inquiries, and work to retain policyholders who inquire about canceling auto policies. You will also use de-escalation tactics and when necessary, escalate to the appropriate team.

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 the 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.

Work Environment and Company Culture

* As a remote/virtual employee, you will have the flexibility to work from home and enjoy a quiet, secure, distraction-free workspace.

• You will have access to all necessary equipment and technology to perform your job duties.
• arenaflex is committed to fostering a diverse, equitable and inclusive workplace, where all employees feel a sense of community, belonging and can do their best work.
• Our Employee Resource Groups (ERGs) offer a centralized, open space to bring employees and allies together to connect, learn and engage.

Career Growth Opportunities and Learning Benefits

* arenaflex offers a comprehensive training program to ensure your success in this role.

• You will have opportunities to develop and maintain product, procedural and technical systems knowledge.
• You will be able to complete licensing and continuing education requirements.
• arenaflex is committed to providing a supportive and inclusive work environment, where you can grow and develop your career.

Compensation, Perks, and Benefits

* arenaflex offers a competitive salary and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.

• You will have access to a comprehensive training program and ongoing education and development opportunities.
• arenaflex is committed to providing a supportive and inclusive work environment, where you can grow and develop your career.

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 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