Customer Service Representative

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🕒 4 days ago

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Team Focus Insurance Group

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1998

🛡️ Insurance

☁️ SaaS

🤝 B2B

Insurance • SaaS • B2B

Team Focus Insurance Group is a provider of flexible, cloud-based core administration and underwriting platforms designed to help insurance companies manage exposure, improve operating costs, and maximize profitability. Their InFocus Platform supports customer service, policy, billing, claims administration, and more, with a focus on real-time risk management. Team Focus offers tailored solutions and business process outsourcing (BPO) services to insurance companies, managing tasks like agency services, print, mail, and regulatory reporting. With a strong emphasis on technology and service integration, Team Focus Insurance Group caters to insurance startups and managing general agents (MGAs) by enhancing efficiency and providing bespoke software solutions.

📋 Description

• Answer inbound calls or chats from clients and/or agents regarding personal lines insurance policies • Answer policy questions, process endorsement changes and cancellation requests, address policy payments and billing questions, and provide requested documentation • Diagnose customer requests, provide solutions, and balance customer needs with company and carrier guidelines • Manage call metrics including call quality, average handle time, availability, and hold times • Prioritize and manage workflow to process transactions efficiently, timely, and accurately according to standard operating procedures • Develop customer relationships via telephone and chat • Own each call through resolution and complete necessary follow-up • Use automated systems to review and issue non-premium-bearing endorsements, answer questions, and document conversations and files • Request documentation needed to process endorsements and cancellations • Communicate with program individuals and teams to expedite customer requests • Review, organize, and forward information to other areas • Assist agents with policy-related and system-related questions

🎯 Requirements

• Two (2) years of agency experience in Personal Lines, including homeowners and other lines; or equivalent combination of education and experience • Knowledge of Property/Casualty Insurance operations and policy elements preferred • Ability to answer inbound calls and chats and handle customer requests through resolution • Ability to manage call-quality, average-handle-time, availability, and hold-time metrics • Ability to use automated systems to review and issue non-premium-bearing endorsements • Ability to document conversations and files accurately • Ability to request and process documentation for endorsements and cancellations • Ability to assist agents with policy-related and system-related questions • Ability to sit for extended periods and perform the listed physical duties • Ability to occasionally lift and/or move up to 15 pounds • Position cannot be performed in California, Colorado, New York, or Washington

🏖️ Benefits

• Medical, Dental, Vision, Life, Pet • Flexible Spending Account • Competitive Salaries • 401K Match • Personal Days • PTO Days • 12 Paid Holidays • Two Paid Days for Volunteer Service • Paid Parental Leave • Short and Long-Term Disability • Employee Support Programs, Including Mental Health • Tuition Reimbursement • Matching Charitable Gift Program • Lucrative Referral Program • Commuter Benefits • Remote and Hybrid Opportunities Available • Development and advancement opportunities • Support of outstanding leaders and teammates