Customer Experience Specialist (P&C Licensed)

Coterie

22h•$60,000 - $62,500•Remote

About The Position

We’re looking for a licensed (property and casualty producers license) Customer Experience Specialist who is passionate about delivering efficient and accurate service and has experience in the commercial insurance space. We need someone who can deliver world-class customer service experiences while enhancing and improving customer account retention. Our Customer Experience Specialist plays a key role in ensuring customer satisfaction by anticipating the needs of agents and policyholders, and supporting their success across our suite of products. Every interaction, from initial inquiry through account renewal, is driven by a customer-focused, service-oriented mindset with a strong emphasis on identifying the best possible policy and risk practices for each customer.

Requirements

You have B.A. or B.S. degree or equivalent
2+ years of experience in customer success, account management, or a related field
You hold a Property & Casualty Producer license in your home state and are open to pursuing licensing in all states within 45 days of hire
Knowledge of commercial insurance and compliance requirements
You’re a self-starter, passionate about creating simpler internal insurance operations procedures
Expertise with Microsoft Office products, specifically Excel, SharePoint, Power Automate
Strong interpersonal and communication skills, responsive to time-sensitive customer inquiries
Strong problem-solving skills and the ability to make decisions under pressure
Ability to analyze customer data and identify trends
Excellent organizational and time management skills
Ability to work in a fast-paced environment

Nice To Haves

CISR or CIC designations
Salesforce experience
Insurtech experience
Bilingual fluency in English and Spanish is a plus.

Responsibilities

Handle Policyholder and Agent Requests: Address and resolve policyholder and agent inquiries via phone, email, and form submissions related to policy changes, payment issues, and other insurance-related questions.
Achieve First-Interaction Resolution: Strive for efficient and accurate resolution of inquiries during the first interaction to enhance customer satisfaction.
Monitor and Respond to Voicemail: Manage the voicemail queue, ensuring timely and effective responses to all messages.
Cross-Train for Versatility: Learn and perform various tasks across the Experience team’s responsibilities to provide support during peak periods and cover for absences.
Engage in Ongoing Training: Participate in new hire training and continuous learning opportunities to stay updated on products, systems, and process changes.
Build and Maintain Customer Relationships: Develop strong relationships with customers, understanding their needs, offering guidance, and recommending improvements for enhanced service.
Meet Internal Service Level Agreements: Follow internal SLAs for customer inquiries and escalate issues to leadership when necessary to ensure service standards are met.
Perform Additional Duties as Assigned: Complete other tasks as needed to support team and department objectives.

Benefits

100% remote
Health insurance through Aetna (we pay 100% of premiums)
Dental and vision insurance through Guardian (we pay 100% of premiums)
Basic life insurance (we pay 100% of premiums)
Access to flexible spending account (FSA) or health savings account (HSA) (for those using HSA eligible plans)
401K plan (up 4% match with immediate vest). Must be 21 years of age or older to participate
Flexible PTO policy offering up to 3 weeks of time off to support onboarding and integration during the first twelve months of employment. After the first year of employment and effective as of the anniversary date, eligibility transitions to up to 4 to 5 weeks of time off annually to recharge and sustain long-term success.
12 company-paid holidays each year
Continuing education annual stipend
Annual salary will be $60,000 - $62,500 (paid hourly, non-exempt).