Customer Engagement Specialist

PEMCO•Spokane Valley, WA

1d•Remote

About The Position

The Customer Engagement Specialist provides exceptional customer service across multiple channels, including phone, chat, email, and digital platforms. Handles customer inquiries while ensuring compliance with company policies and insurance regulations. Builds positive customer relationships by delivering accurate, timely support for insurance products, policy changes, billing inquiries, and other service needs. At PEMCO, we’re all about people – our customers, our employees, and the community. We’re a mutual insurance company owned by our Northwest policyholders. We provide auto, home, renters, and boat coverage. Recognized by Forbes as one of America’s Best Insurance Companies in both Auto and Home for 2026, based on customer survey feedback, and by Newsweek as one of America’s Greatest Midsize Workplaces 2025. We are consistently recognized for our outstanding customer service, employee expertise, community partnerships, and social impact programs. All of which makes PEMCO a great place to work! Our social impact programs motivate high achievement by youth in education; build stronger and greener communities; and increase safety at home, on the road, and at play. We’re committed to diversity, equity, inclusion, and belonging, and to fostering an inspiring and inclusive workplace. These efforts create and cultivate an environment that builds fairness and understanding, encourages collaboration and flexibility, and celebrates all the ways in which we’re different and the same – enabling all individuals to achieve their full potential.

Requirements

Property & Casualty (P&C) insurance license preferred and/or knowledge of P&C insurance concepts, including personal auto, homeowners, renters and/or commercial. P&C insurance license required by the end of company provided training.
High School Diploma or equivalent required.
Two or more years’ experience in insurance, customer service, call center or related experience.
Willingness to work flexible schedules, 7 a.m. to 6 p.m. PT Monday- Friday and Saturday 8:30 a.m. to 5 p.m. PT.
Strong ability to exchange accurate information with a professional, customer-focused approach.
Ability to communicate insurance coverage, policy information, billing, claims processes, and general policy questions clearly to customers.
Strong attentive listening, problem-solving, and conflict-resolution skills.
Ability to handle high-volume calls while maintaining accuracy, empathy, and professionalism.
Comfortable navigating multiple computer systems such as policy administration, and call-center software.
Strong attention to detail when documenting customer interactions and updating policy information.
Ability to meet call-center performance expectations, including quality, productivity, attendance, adherence to assigned schedule and customer satisfaction goals.
Effectively protect confidential customer and policy information and follow all company compliance and regulatory requirements.

Responsibilities

Manage inbound and outbound calls, emails and chats from policyholders, prospects, agents, and other customers.
Provide accurate information about property and casualty insurance policies, coverage, premiums, deductibles, and billing.
Assist customers with policy changes, renewals, cancellations, payments, and general account questions.
Support the first notice of loss (FNOL) process and provide basic guidance on claims procedures.
Review customer accounts and accurately update policy and contact information.
Identify customer needs and recommend appropriate products, services, or coverage options.
Resolve customer concerns and complaints professionally while meeting service-level expectations.
Accurately document customer interactions, transactions, and resolutions in the system.
Follow company procedures, insurance regulations, privacy requirements, and quality standards.
Collaborate across departments to resolve customer inquiries and deliver seamless service experiences.
Protect confidential customer and policy information by following data-security requirements.
Meet or exceed goals for interaction quality, productivity, customer satisfaction, and attendance.
Demonstrate behaviors consistent with PEMCO’s policies, values, code of ethics and business conduct.
Other duties as assigned.

Benefits

Medical, dental, and vision plans for employees and their eligible family members with generous employer premium cost shares.
Employer-paid basic life and accidental death & dismemberment insurance policies.
Long- and short-term disability benefit coverages.
401(k) plan with a generous employer match (2 for 1 on the first 6% employee pre-tax and/or Roth deferral, up to federal maximums).
Vacation and eight (8) paid holidays.
Four (4) floating holidays.
Up to ten (10) days of sick leave immediately upon hire (pro-rated based on hire date and full-time/part-time status).
Paid time off for bereavement, jury duty, and employee volunteering in the community.
Education Assistance Program after one year of service.
Scholarship program for children of PEMCO employees after one year of service.
Children’s birthday gift program.
Flexible Spending Accounts.
Employee Assistance Program.
Charitable gift matching.
Discretionary bonuses.
Tiered sales commissions and/or incentives.