Customer Care Representative - Personal Lines

One80•Albany, MA

1d•$21 - $23•Remote

About The Position

The Customer Care Representative answers questions and resolves problems initiated by insureds and carriers via telephone, mail, and e-mail. Most questions concern coverage, claims, cost, or billing and may require research or referral to resolve. Significantly contributes to business retention efforts. The ideal remote candidate for this role will have previous Personal Lines insurance experience and reside in one of the following locations: New York, New Jersey, Vermont, Connecticut, New Hampshire, Pennsylvania, or Massachusetts. Your Impact: Answers all incoming telephone calls promptly and professionally. Identifies and responds to questions or problems presented by insured in a manner that meets or exceeds client service level standards. Processes and responds professionally to inquiries received via email, fax, or mail within established service levels. Accurately documents customer contact reasons and resolution in accordance with department protocol and completes applicable system and carrier website updates. Determines, analyzes, and solves problems related to policies and billing issues. Successfully applies problem solving and time management methodology; balances multiple tasks as business needs arise while maintaining production and quality standards. Uses de-escalation tactics when needed. Immediately reports escalated problems, service errors or anomalies to supervisor to effect prompt resolution. Takes initiative to contribute to development of long-term solutions to prevent recurring or similar errors or problems, with a “customer first” philosophy. Develops and maintains product, procedural and technical systems knowledge. Successful Candidates Will Have: Associates degree and 1 year experience in customer service and/or sales, preferably in the insurance industry; or an equivalent combination of education and experience. Proficiency using computers and Microsoft Office tools required, including experience with administration platforms and call center specific phone systems. Strong attention to detail and demonstrated ability to meet established quality and productivity standards. NYS Property & Casualty or Personal Lines license is required. One80 Intermediaries is part of Arrowhead Intermediaries, a global insurance distribution platform that offers deep specialization, scale, and innovation across wholesale brokerage, program administration, and specialty insurance. With more than 7,000 professionals worldwide and a collective portfolio exceeding $18 billion in premium placed in 2024, our combined organization delivers a diverse trading platform for insurance carriers as well as expanded access and niche solutions for brokers and customers navigating complex and hard-to-place risks. The platform combines entrepreneurial culture with operational excellence to deliver tailored solutions and long-term value across the insurance ecosystem. For more information, please visit one80.com. If you have any questions about this posting, please contact [email protected]. Pay Range: 21.00 - 23.00 Hourly The pay range provided above is made in good faith and based on our lowest and highest annual salary or hourly rate paid for the role and takes into account years of experience required, geography, and/or budget for this role. One80 Intermediaries is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about working at One80 Intermediaries by visiting our careers page: www.one80.com/careers. Personal information submitted by California applicants in response to a job posting is subject to One80's California Job Applicant Privacy Notice . One80 Intermediaries offers market leading access to major insurance markets in the US, UK, Canada and Asia, as well as exclusive programs and in-house binding authority for property & casualty, financial lines, personal lines, life insurance, medical stop loss risks, travel/accident and health, executive benefits, affinity business and warranty coverage. One80 serves commercial companies, non-profits, public entities, associations, unions and private individual risks; and has offices in 55 locations throughout the US and Canada.

Requirements

Associates degree and 1 year experience in customer service and/or sales, preferably in the insurance industry; or an equivalent combination of education and experience.
Proficiency using computers and Microsoft Office tools required, including experience with administration platforms and call center specific phone systems.
Strong attention to detail and demonstrated ability to meet established quality and productivity standards.
NYS Property & Casualty or Personal Lines license is required.

Responsibilities

Answers all incoming telephone calls promptly and professionally.
Identifies and responds to questions or problems presented by insured in a manner that meets or exceeds client service level standards.
Processes and responds professionally to inquiries received via email, fax, or mail within established service levels.
Accurately documents customer contact reasons and resolution in accordance with department protocol and completes applicable system and carrier website updates.
Determines, analyzes, and solves problems related to policies and billing issues.
Successfully applies problem solving and time management methodology; balances multiple tasks as business needs arise while maintaining production and quality standards.
Uses de-escalation tactics when needed.
Immediately reports escalated problems, service errors or anomalies to supervisor to effect prompt resolution.
Takes initiative to contribute to development of long-term solutions to prevent recurring or similar errors or problems, with a “customer first” philosophy.
Develops and maintains product, procedural and technical systems knowledge.