Note: The job is a remote job and is open to candidates in USA. FOCUS provides cloud-based administration solutions for P&C insurance companies and is committed to investing in its employees. The Customer Service Representative role involves delivering exceptional customer service by handling inbound calls and chats, processing policy-related tasks, and collaborating with team members to enhance client experience.
Responsibilities
- Respond to inbound phone calls and chats from clients and/or agents in a professional and timely manner
- Provide accurate information regarding policies, coverage, billing, payments, and endorsements
- Resolve client inquiries, complaints, and requests efficiently while maintaining a positive customer experience
- Process assigned tasks accurately and efficiently, including policy updates, endorsements, cancellations, and other related transactions
- Prioritize workload to meet service level agreements and departmental standards
- Ensure compliance with company policies, procedures, and regulatory requirements
- Collaborate with team members and leadership to share knowledge, improve workflows, and enhance the overall client experience
- Participate in training, coaching, and team meetings to maintain skill proficiency and stay current with policies and procedures
Skills
- Two (2) years Agency experience in Personal Lines including homeowners and other lines; or equivalent combination of education and experience
- Bilingual Arabic or Urdu
- Strong verbal and written communication skills
- Ability to manage multiple tasks efficiently and maintain high accuracy
- Proficiency with insurance systems and standard office software
- Ability to handle difficult or upset clients professionally, using effective de-escalation techniques to resolve issues and maintain positive customer relationships
- Strong problem-solving and conflict-resolution skills
- Participation in virtual team meetings, training sessions, and performance reviews
- Self-motivated, disciplined, and able to maintain productivity without direct supervision
- Ability to troubleshoot workflow or system issues and provide guidance to team members on technology use
- Knowledge of Property/Casualty Insurance operations and policy elements preferred
- An active 2-20 or 4-40 license, or industry designation such as CPCU or CIC, is preferred
Benefits
- Medical, Dental, Vision, Life, Pet; Flexible Spending Account
- 401K Match
- Work-Life Balance: Personal Days, PTO Days, 12 Paid Holidays, Two Paid Days for Volunteer Service, Paid Parental Leave
- Short and Long-Term Disability
- Employee Support Programs, Including Mental Health
- Tuition Reimbursement
- Matching Charitable Gift Program
- Lucrative Referral Program
- Commuter Benefits
- Flexibility: Remote and Hybrid Opportunities Available
Company Overview