Policy Service Agent - REMOTE
About The Position
This is a remote customer service career opportunity with AIS Insurance. The Policy Service Agent will work in a fast-paced professional call center environment, providing excellent customer service to customers on both inbound and outbound calls. The role involves servicing and maintaining existing Private Passenger Automobile, Homeowner, and Commercial policies. The position requires a high school diploma or equivalent, an active resident Property & Casualty (P&C) license, and 2 years of directly-related Property & Casualty Insurance experience in a call center and/or customer service environment. Bilingual Spanish skills are preferred but not required. The company offers competitive compensation, flexibility to work from home, paid time off, incentive bonus programs, medical, dental, vision, life, and pet insurance, a 401(k) retirement savings plan with company match, professional development opportunities, education assistance, and mental wellbeing resources.
Requirements
- Knowledge of customer service skills/customer-focused sales; strong persuasive ability required.
- Extensive knowledge of state-specific underwriting guidelines and Mercury’s underwriting protocols.
- Broad knowledge of Company policies and procedures.
- Proficiency in Microsoft applications (Word, Excel, Outlook, etc.) and the ability to effectively utilize internal computer systems and applications.
- Strong attention to detail and excellent organizational skills.
- Strong written and verbal communication skills.
- Strong technical skills.
- Strong customer service skills and the ability to interact with our customers as well as our internal business units in a professional manner.
- Ability to work in fast-paced environment, multi-task, be able to prioritize workflow, and organize various communications in a timely manner as needed.
- Ability to analyze customer needs, problem solve and make sound business decisions.
- High School diploma or its equivalent.
- Active Resident General Lines Property & Casualty (P&C) license required.
- Must be eligible to obtain licensing in all states.
- Ability to obtain an appropriate P&C equivalent license in other Mercury states as required.
- 2 years of directly-related Property & Casualty Insurance experience in a call center and/or customer service environment.
- Dedicated, quiet workspace.
- High-speed internet via reliable provider.
- Ability to attend virtual meetings and training sessions.
Nice To Haves
- Bachelor's degree a plus.
- Bi-lingual (Spanish) preferred, but not required.
- Mercury Insurance Group experience a plus.
Responsibilities
- Work and complete all applications and processes necessary to tend to customer concerns and inquiries in an expeditious manner.
- Utilize in-depth understanding of products and underwriting guidelines to collect customer information, evaluate and properly address individual risks including counseling customers on coverage or quoting additional lines of business.
- Audit and follow up with customers to ensure completion of applications, open issues and policy changes, and provide policy verification as needed.
- Service and maintain existing accounts via phone with multiple carriers in multiple states, to include quoting/cross-selling/up-selling of insurance products as well as handle all policy inquiries and changes.
- Interact with Underwriters to respond to general questions or resolve complex underwriting policy issues.
- Resolve general billing inquiries and process basic payments.
- Utilize in-depth understanding of related products and systems knowledge to complete tasks independently and in a timely manner.
- Complete project work as assigned.
Benefits
- Competitive compensation
- Flexibility to work from anywhere in the United States for most positions
- Paid time off (vacation time, sick time, paid Company holidays, volunteer hours)
- Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)
- Medical, dental, vision, life, and pet insurance
- 401 (k) retirement savings plan with company match
- Professional development & promotional opportunities
- Education assistance and training programs
- Company recognition program
- Mental wellbeing and caregiver support resources
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
