Customer Care Specialist (P&C Licensed)

Coterie

7d • $60,000 - $62,500 • Remote

About The Position

The Customer Care Specialist (P&C Licensed) delivers efficient, accurate, and high-quality service to policyholders. Using commercial insurance experience, the specialist anticipates customer needs, supports customers in using company products, and helps drive satisfaction and retention. Customer interactions, from initial inquiry through renewal, are guided by a customer-focused approach and a commitment to helping customers secure suitable coverage and risk solutions.

This role provides support in a fast-paced call center environment through phone, email, forms, chat, voicemail, and other channels. The specialist assists with policy servicing, billing and payment questions, documentation requests, account support, and general claims inquiries. The position collaborates with the Claims team, documents interactions, monitors queues, escalates issues as needed, and participates in ongoing training. The role is 100% remote, with working hours of Monday through Friday, 8:00 a.m. to 5:00 p.m. Pacific Time or Central Time.

Requirements

• Active Property & Casualty Insurance License.
• At least 2 years of insurance sales support or other insurance-related service work.
• At least 3 years of remote, call center, or online service or sales experience.
• Highly motivated and goal oriented.
• Strong time management and organizational skills.
• Punctual, reliable, and responsible.
• Exceptional interpersonal and client service skills.
• Detail oriented with superior organizational skills.
• Ability to collaborate with others as a team player.
• Ability to multitask and work in a fast-paced, evolving environment.
• Proficient in Microsoft Office and knowledgeable about related computer software.
• Excellent collaboration skills; self-motivated and willing to take initiative.
• Authorization to work in the United States without current or future visa sponsorship.

Responsibilities

• Deliver timely, accurate, and professional support in a fast-paced call center environment.
• Answer customer questions and requests across phone, email, forms, chat, voicemail, and other support channels.
• Assist with basic policy changes, billing and payment questions, documentation requests, and account support.
• Handle general claims inquiries, claim status requests, first notice of loss submissions, and other claims-related customer support.
• Collaborate with the Claims team to support timely communication, appropriate escalation, and effective resolution of claims-related needs.
• Support customer satisfaction, policy servicing, account retention, first contact resolution, and a positive customer experience through clear and efficient issue resolution.
• Accurately document customer interactions, actions taken, next steps, and follow-up items.
• Monitor assigned queues and respond within internal service level expectations.
• Escalate complex, urgent, or sensitive issues to Senior Customer Care Specialists, Leads, or Leadership as needed.
• Participate in ongoing product, system, process, and compliance training.
• Build customer relationships by understanding needs, offering guidance, and delivering clear solutions.
• Support a positive, collaborative, service-focused team environment.
• Report system issues, access concerns, bugs, or workflow interruptions to Leads.
• Perform other duties as assigned.

Benefits

• Health insurance through Aetna, with premiums paid 100% by the company.
• Dental and vision insurance through Guardian, with premiums paid 100% by the company.
• Basic life insurance, with premiums paid 100% by the company.
• Access to a flexible spending account (FSA) or health savings account (HSA), for employees using HSA-eligible plans.
• 401(k) plan with up to 4% company match and immediate vesting; participants must be at least 21 years old.
• Flexible PTO policy offering up to 4 weeks during the first 12 months; thereafter, PTO typically does not exceed 5 weeks per calendar year.
• 12 company-paid holidays each year.
• Annual continuing education stipend.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed