Experienced Licensed Customer Service Representative – Personal Lines Insurance

Join arenaflex, a leading provider of innovative insurance solutions, as we seek an experienced Licensed Customer Service Representative to join our dynamic team. As a key member of our Customer Response Center, you will play a vital role in delivering exceptional customer service, resolving complex policy issues, and driving business growth.

About arenaflex

At arenaflex, we are 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 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.

Job Summary

We are seeking an experienced Licensed Customer Service Representative to join our team, providing timely, accurate, and responsive information and service to policyholders and agents for our Personal Lines products, plans, and programs. As a key member of our Customer Response Center, 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 environment. arenaflex provides all necessary equipment, and you will have dependable, wired internet connectivity with an upload speed of at least 5Mbps and a download speed of at least 25Mbps. Our company culture values diversity, equity, and inclusion, and we strive to create an environment where all employees feel a sense of community, belonging, and can do their best work.

Career Growth Opportunities and Learning Benefits

arenaflex is committed to the growth and development of our employees. We offer comprehensive training programs, ongoing education, and opportunities for advancement. Our Employee Resource Groups (ERGs) offer a centralized, open space to bring employees and allies together to connect, learn, and engage.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including a salary, benefits, and perks. We value your hard work, integrity, and commitment to making things better, and we put people first by offering you benefits that support your life and well-being.

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 a cover letter, through our website. 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.

About arenaflex

arenaflex is a leading provider of innovative insurance solutions. Since 1912, we've grown our organization into the sixth largest global property and casualty insurer - based on 2020 gross written premium - by maintaining 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. Apply for this job