Call Center Specialist

Team Focus Insurance Group

1d•Remote

About The Position

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.

Requirements

Two (2) years 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.
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.
Self-motivated, disciplined, and able to maintain productivity without direct supervision.
Must be self-motivated, organized, and able to maintain productivity without direct supervision.

Nice To Haves

An active 2-20 or 4-40 license, or industry designation such as CPCU or CIC, is preferred.

Responsibilities

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.
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.
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.
Manage multiple communication channels (calls, chats, task systems) efficiently from home.
Adhere to data security and confidentiality standards while handling sensitive client and policy information.
Troubleshoot workflow or system issues and provide guidance to team members on technology use.