Experienced Licensed Customer Service Representative – Personal Lines Insurance
Job Summary:
Join arenaflex, a leading insurance company, as an Experienced Licensed Customer Service Representative for our Personal Lines division. As a key member of our Customer Response Center, you will provide exceptional customer service, resolve policyholder inquiries, and drive business growth through retention and upselling. With a strong focus on customer satisfaction, you will work closely with policyholders, agents, and internal teams to deliver timely, accurate, and responsive information and service.
About arenaflex:
arenaflex is a purpose-driven organization committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. Through strong relationships, comprehensive benefits, and continuous learning opportunities, we seek to create an environment where employees can succeed, both professionally and personally. As a global property and casualty insurer, we believe progress happens when people feel secure, and we provide protection for the unexpected and deliver it with care.
Responsibilities:
As an Experienced Licensed Customer Service Representative, you will be responsible for:
- Providing exceptional customer service by responding promptly to all inbound customer calls regarding personal lines policies, limited by line.
- Building rapport with each customer and listening to their requests and inquiries.
- Working to retain policyholders who inquire about canceling auto policies through open listening, negotiating, and policy review of customer issues.
- Using de-escalation tactics and when necessary, escalating to the appropriate team.
- Processing policyholder transactions accurately and within Customer Response Center established time standards.
- Interpreting policy contracts to insured based on expert knowledge of personal lines auto products.
- Identifying, understanding, and interpreting customer needs to implement resolutions and making recommendations for coverage enhancements.
- Understanding aspects of billing systems as it pertains to policy coverage.
- Identifying and communicating transactions and impact to policy premium.
- Evaluating and making decisions regarding exceptions to payment plan and fees.
- Managing and utilizing time effectively to ensure department meets required service levels for improved customer satisfaction results.
- Proficiently utilizing online reference materials relating to auto policies to provide confident, accurate, and efficient service.
- Developing and maintaining product, procedural, and technical systems knowledge.
- Completing licensing and continuing education requirements.
- Utilizing technical systems, effectively and efficiently, including desktop, call center-specific phone systems, and required internet connectivity.
- Performing additional duties as assigned.
Qualifications:
* Active P&C Producers insurance license REQUIRED in addition to at least 2 years actively using the license.
- Associates degree and 1+ year Insurance experience preferred.
- 3-5 years related Customer Service experience is required.
- Ability to review, record, and organize written data from a variety of sources with no prescribed format is essential.
- Excellent communication and interpersonal skills are required.
- Personal Lines producer insurance licenses required upon hiring and training.
Skills and Competencies:
* Analysis Skills
- Billing
- Call Centers
- Communication Skills
- Contract Analysis
- Customer Response
- Customer Satisfaction
- Customer Support/Service
- Desktop PC
- Insurance
- Interpersonal Skills
- Licensing
- Needs Assessment
- Negotiation Skills
- Problem Solving Skills
- Time Management
- Transaction Processing/Management
- Work From Home
Work Environment and Company Culture:
As a remote employee, you will have the flexibility to work from home and enjoy a quiet, secure, distraction-free workspace with dependable, wired internet connectivity. arenaflex is committed to fostering a diverse, equitable, and inclusive workplace where all employees feel a sense of community, belonging, and can do their best work. Our seven Employee Resource Groups (ERGs) offer a centralized, open space to bring employees and allies together to connect, learn, and engage.
Compensation, Perks, and Benefits:
arenaflex offers a competitive compensation package, including a salary, benefits, and perks. As a valued employee, you will enjoy:
- Comprehensive benefits, including medical, dental, and vision insurance
- 401(k) retirement plan with company match
- Paid time off and holidays
- Flexible work arrangements, including remote work options
- Professional development opportunities, including training and education programs
- Recognition and rewards for outstanding performance
Career Growth Opportunities and Learning Benefits:
arenaflex is committed to helping you grow and develop your career. As an Experienced Licensed Customer Service Representative, you will have opportunities to:
- Develop and maintain product, procedural, and technical systems knowledge
- Complete licensing and continuing education requirements
- Participate in training and development programs to enhance your skills and competencies
- Take on additional responsibilities and leadership roles
- Collaborate with internal teams to drive business growth and customer satisfaction
How to Apply:
If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to our online application portal. We look forward to hearing from you!
Equal Opportunity Employer:
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive workplace where all employees feel valued, respected, and empowered to succeed. Apply for this job