Experienced Licensed Customer Service Representative – Personal Lines Insurance
Job Summary:
Join arenaflex, a leading global property and casualty insurer, as an Experienced Licensed Customer Service Representative for our Personal Lines division. As a key member of our Customer Response Center, you will provide exceptional customer service, resolve policyholder inquiries, and drive business growth through retention and upselling. With a strong focus on customer satisfaction, you will be empowered to make decisions, escalate issues, and develop solutions that meet the evolving needs of our policyholders.
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 with care. Our diverse, equitable, and inclusive workplace values community, belonging, and employee success. With over 45,000 employees worldwide, we offer comprehensive benefits, continuous learning opportunities, and a strong sense of community.
Responsibilities:
As an Experienced Licensed Customer Service Representative, you will be responsible for:
- Providing exceptional customer service by responding promptly to all inbound customer calls regarding personal lines policies
- Building rapport with each customer and listening to their requests and inquiries
- Retaining policyholders who inquire about canceling auto policies through open listening, negotiating, and policy review of customer issues
- Using de-escalation tactics and escalating to the appropriate team when necessary
- Processing policyholder transactions accurately and within 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 make 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 online 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, including desktop, call center-specific phone systems, and required internet connectivity
- Performing 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:
* Remote/virtual work environment with flexible start times between 8am and 10:30am EST
- One weekend day (Saturday or Sunday) required with an alternate day off mid-week when working the weekend
- All equipment provided, including dependable, wired internet connectivity with an upload speed of at least 5Mbps and a download speed of at least 25Mbps
- Quiet, secure, distraction-free workspace required
- arenaflex is committed to fostering an environment where employees from all backgrounds can build long and meaningful careers
Career Growth Opportunities and Learning Benefits:
* Comprehensive training program with a focus on customer service, insurance products, and technical systems
- Opportunities for professional growth and development through continuing education and licensing requirements
- Collaborative and supportive work environment with a focus on employee success and well-being
- arenaflex offers a range of benefits, including comprehensive health insurance, retirement savings plans, and paid time off
Compensation, Perks, and Benefits:
* Competitive salary and bonus structure
- Comprehensive benefits package, including health insurance, retirement savings plans, and paid time off
- Opportunities for professional growth and development through continuing education and licensing requirements
- Collaborative and supportive work environment with a focus on employee success and well-being
How to Apply:
If you are a motivated and customer-focused individual with a passion for insurance and customer 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 and welcomes applications from diverse candidates. We are committed to fostering an inclusive and equitable workplace where all employees feel valued, respected, and empowered to succeed. Apply for this job