Citizens Customer Care Agent

DIRECT INTERACTIONS INC•Seattle, WA

1d•Remote

About The Position

As a Citizens Surge Agent, you will be part of a specially trained support team prepared in advance to respond during periods of increased call volume, particularly during catastrophic events such as severe weather or large-scale loss incidents. Surge Agents are trained on Citizens’ systems, processes, and service expectations so they can be called upon when needed to support disaster response efforts. When activated, the surge team helps absorb high call demand, ensuring policyholders receive timely assistance and claims are handled efficiently during critical situations. In this temporary role, you will handle incoming calls from Citizens policyholders. Your primary responsibility will be to assist callers with questions, concerns, and claim-related inquiries. This includes accurately documenting information, filing First Notice of Loss (FNOL), and navigating multiple systems to ensure each interaction is handled efficiently and thoroughly. Additionally, you will be expected to take full ownership of each call, acting as an advocate for the customer to ensure their concerns are resolved. Adherence to company policies, ethical standards, and information protection guidelines is critical at all times.

Requirements

Legally authorized to work in the United States
High school diploma or equivalent required
Must pass a background check
Excellent verbal and written communication skills, including proper grammar, tone, articulation, and professionalism
Strong listening skills with the ability to make participants feel heard, respected, and supported
Ability to remain calm and composed under pressure while handling sensitive or challenging interactions with empathy
Strong attention to detail with the ability to accurately document, organize, and process information efficiently
Effective time management skills, with the ability to prioritize tasks, multitask, and navigate multiple systems simultaneously
Demonstrated problem-solving skills and ability to think critically in a fast-paced environment
Ability to work collaboratively in a team setting, including cooperation and shared problem-solving with colleagues
Desktop (preferred) or a true laptop; Apple/Mac, Tablets or Smart devices, Windows Mini PCs, Chromebook, Notebooks, Virtual PCs and Android systems are NOT compatible (Intel or AMD CPU).
Operating system – Windows 11 we no longer support Windows 10.
Your computer must have the minimum 8GB of RAM installed and a processor speed of 2.00GHz or higher and can not be in S mode; Anything less will not work with the clients software.
At least 25 Mbps Download Speed
At least 3 Mbps Upload Speed
200ms Latency
50ms Jitter
1% Packet Loss
4+ CPU Cores
US based Internet service provider (ISP); NO T-MOBILE HOME INTERNET. NO 5G INTERNET.
High-speed Internet via a hard wired ethernet connection, no Wi-Fi, satellite or cellular hotspot or cellular internet.
USB wired headset with noise-canceling microphone
Must have an operational web cam
Must have an operational smart phone
Currently, Apple computers or tablets (Mac laptop, iPads or desktops), Windows Mini PCs/streaming laptops, Notebooks, Chromebook, and Android systems are NOT compatible with any of our client’s software.
If you are selected, your offer is contingent upon successfully completing and passing a background check.

Nice To Haves

Bilingual in Spanish and English preferred
Knowledge of Property/ Casualty Insurance operations and common policy elements
A second monitor is not required, but strongly recommended

Responsibilities

Professionally and effectively respond to incoming calls from policyholders, addressing their questions and concerns with care and accuracy.
Using multiple systems, follow established procedures to file a First Notices of Loss (FNOL) and provide clear, informed responses to claim-related inquiries.
Serve as an advocate for the caller, ensuring their needs are fully understood and addressed.
Take full ownership of every call, managing it through to resolution and completing any necessary follow-up to ensure all promised actions are fulfilled.
Answers incoming calls from customers reporting a loss
Guide the caller through the start of the claims process
Collect and document detailed information about the incident
Input data into insurance systems and create the claim file
Provide support and reassurance during stressful situations
Coordinate with claims teams