Customer Care Associate
About The Position
At RPS, we don’t just embrace bold ideas, we make them happen. We’re a team of entrepreneurs, big-picture thinkers, and passionate experts who thrive on possibility. Every day, we collaborate across teams, challenge convention, and push boundaries to design innovative solutions for our clients. With access to top-rated carriers and a dynamic marketplace, we bring strategy and creativity together to deliver what others might call impossible. Here, every voice counts, every perspective matters, and every challenge is an opportunity to grow. You’ll be supported by a culture that celebrates ownership, curiosity, and high performance, where you’re trusted to do your best work and encouraged to keep learning along the way. Overview We are seeking a detail-oriented and proactive Customer Care Associate to join our team. In this role, you will play a critical part in maintaining and improving operational efficiency by managing key administrative tasks, supporting system users, and ensuring data accuracy. You will collaborate with internal teams, retail agents, and other stakeholders to provide exceptional service and resolve issues effectively. This position also involves contributing to system enhancements, process improvements, and special project
Requirements
- High school diploma and a minimum of 1 year of customer service experience.
- Strong typing and basic computer skills.
Nice To Haves
- Working knowledge of MS systems, i.e., MS Excel, MS PowerPoint, Outlook and MS Word.
- Good verbal communication skills.
- Maintains a high level of professionalism with clients and establishes a positive rapport with every caller.
Responsibilities
- Manage and update licenses, memberships, addresses, contacts, and related records.
- Respond to communications (calls/emails) from agents or employees, providing support, guidance, or system updates as required.
- Organize and categorize incoming emails for efficient processing.
- Maintain user accounts, troubleshoot login issues, and provide support for system access.
- Coordinate and process contract terminations and related documentation.
- Identify and report system discrepancies, errors, or issues to the appropriate supervisor or team.
- Manage and update agency relationships, including parent-child structures and duplicate records.
- Handle agency updates such as mergers, acquisitions, sales, and name changes.
- Process and review pending appointments, change requests, and license/E&O expiration lists.
- Test and validate new system developments prior to deployment.
- Draft, review, and maintain departmental procedures and documentation.
- Support system conversions, including data mapping and preparation for branch representatives.
- Escalate complex issues or requests to appropriate team members, supervisors, or departments.
- Participate in special projects and provide additional support as needed.
Benefits
- Medical/dental/vision plans, which start from day one!
- Life and accident insurance
- 401(K) and Roth options
- Tax-advantaged accounts (HSA, FSA)
- Educational expense reimbursement
- Paid parental leave
- Digital mental health services (Talkspace)
- Flexible work hours (availability varies by office and job function)
- Training programs
- Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing
- Charitable matching gift program
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
