Customer Support Advisor

Frontline Insurance Managers • Lake Mary, FL

1d

About The Position

The Customer Support Advisor serves as a welcoming and professional first point of contact for Frontline Insurance customers and agency partners. The role handles a high volume of inbound calls in an assigned phone queue and makes outbound follow-up calls as needed, with a focus on service, accuracy, and efficiency. Advisors assist with billing and payment inquiries, basic account and policy servicing requests, and other general customer service needs. They research questions, work toward first-call resolution, clearly explain next steps, and document interactions and follow-up in accordance with company standards and regulatory requirements.

The Advisor collaborates with internal teams to coordinate solutions, escalates inquiries requiring specialized assistance while maintaining ownership of the customer experience, and may perform limited service processing such as policy changes, cancellations, and endorsements. The role also includes sharing feedback about recurring customer questions and service barriers, staying current on procedures, products, systems, and regulatory requirements, and supporting departmental projects and continuous improvement efforts. The position offers a hybrid or remote work schedule.

Requirements

• High school diploma or equivalent required.
• Must obtain and maintain an applicable insurance license within six months of hire.
• Florida-based employees must obtain a Florida 4-40, 20-44, or 2-20 license.
• Employees residing outside Florida must obtain and maintain the appropriate resident or nonresident insurance license required for their state of residence and assigned responsibilities.

Nice To Haves

• One or more years of customer service, call center, billing, insurance, or related experience preferred; an equivalent combination of education and relevant experience may be considered.
• Experience working in a high-volume, service-focused environment and using multiple systems to research and resolve customer needs is preferred.
• An insurance industry designation is preferred.

Responsibilities

• Serve as a welcoming and professional first point of contact for customers and agency partners calling Frontline Insurance.
• Manage a high volume of inbound calls in an assigned phone queue and place outbound follow-up calls as needed.
• Assist with billing inquiries, payment questions, basic account and policy servicing requests, and other general customer service needs.
• Listen actively, ask thoughtful questions, and communicate information clearly and accessibly.
• Take ownership of customer interactions and work toward first-call resolution, providing clear next steps when additional follow-up is needed.
• Research customer questions and use available systems and resources to resolve routine needs accurately and promptly.
• Assist customers with empathy, patience, and professionalism, including during difficult or sensitive conversations.
• Educate customers and agency partners on billing processes, payment options, basic policy servicing procedures, and self-service resources.
• Document customer interactions, actions taken, commitments, and required follow-up according to company standards and regulatory requirements.
• Collaborate with underwriting, accounting, claims, and other internal teams to coordinate solutions and provide a seamless customer experience.
• Transfer or escalate inquiries requiring specialized assistance while maintaining ownership of the customer experience.
• Meet expectations for call availability, schedule adherence, service quality, accuracy, productivity, and customer experience.
• Assist with limited processing activities, including policy changes, cancellations, endorsements, and other assigned service transactions.
• Identify recurring customer questions or service barriers and share feedback with leadership to support process improvements.
• Stay current on company procedures, products, systems, and regulatory requirements needed to provide accurate support.
• Support departmental projects and continuous improvement efforts that enhance service, efficiency, and operational effectiveness.
• Perform other duties as assigned.

Benefits

• Company-sponsored medical, dental, vision, life, and short-term and long-term disability insurance.
• 401(k) retirement plan with a generous match.
• Four weeks of paid time off.
• Pet insurance.
• Hybrid or remote work schedule.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED