Call Center Specialist (Homeowners P&C)

Overview

Deliver exceptional customer service in a fast-paced call center environment by handling inbound calls, chats, and task processing from clients and agents regarding all personal lines insurance policies. Responsibilities include, but are not limited to, answering policy questions, processing endorsement changes, handling cancellation requests, assisting with policy payments and billing inquiries, and providing requested documentation. The role requires the ability to multitask efficiently, maintain accuracy under pressure, and provide a positive client experience while meeting service standards and performance metrics.

Description

Customer Support via Phone and Chat

• Respond to inbound phone calls and chats from clients and/or agents in a professional and timely manner.
• Provide accurate information regarding policies, coverage, billing, payments, and endorsements.
• Resolve client inquiries, complaints, and requests efficiently while maintaining a positive customer experience.

Task Management and Processing

• Process assigned tasks accurately and efficiently, including policy updates, endorsements, cancellations, and other related transactions.
• Prioritize workload to meet service level agreements and departmental standards.
• Ensure compliance with company policies, procedures, and regulatory requirements.

Team Collaboration and Continuous Improvement

• Collaborate with team members and leadership to share knowledge, improve workflows, and enhance the overall client experience.
• Participate in training, coaching, and team meetings to maintain skill proficiency and stay current with policies and procedures.

Education

* Two (2) years Agency experience in Personal Lines including homeowners and other lines; or equivalent combination of education and experience.

Knowledge, Skill, and Abilities

• Knowledge of Property/Casualty Insurance operations and policy elements preferred.
• Strong verbal and written communication skills.
• Ability to manage multiple tasks efficiently and maintain high accuracy.
• Proficiency with insurance systems and standard office software.
• Ability to handle difficult or upset clients professionally, using effective de-escalation techniques to resolve issues and maintain positive customer relationships.
• Strong problem-solving and conflict-resolution skills.
• Participation in virtual team meetings, training sessions, and performance reviews.
• Self-motivated, disciplined, and able to maintain productivity without direct supervision.
• An active 2-20 or 4-40 license, or industry designation such as CPCU or CIC, is preferred.

Working Conditions

• Position is fully remote; employee is expected to maintain a dedicated, distraction-free workspace.
• Employee is responsible for providing a reliable internet connection that meets minimum speed requirements.
• Use of a company-provided computer, headset, and other necessary equipment is required.
• Work schedule may include standard business hours; flexibility may be required to meet peak call/chat volumes.
• Ability to manage multiple communication channels (calls, chats, task systems) efficiently from home.
• Must adhere to data security and confidentiality standards while handling sensitive client and policy information.
• Participation in virtual team meetings, training sessions, and performance reviews.
• Must be self-motivated, organized, and able to maintain productivity without direct supervision.
• Ability to troubleshoot workflow or system issues and provide guidance to team members on technology use.

Pay: $20.00 per hour

Application Question(s)

• Call volume per day?
• Do you have P&C experience?
• Have you worked in Homeowners Insurance?

Work Location: Remote