[Hiring] Call Center Specialist @Team Focus Insurance Group

Role Description

Deliver exceptional customer service in a fast-paced call center environment by handling inbound calls, chats, and task processing from clients and agents regarding all personal lines insurance policies. Responsibilities include, but are not limited to:

• Answering policy questions
• Processing endorsement changes
• Handling cancellation requests
• Assisting with policy payments and billing inquiries
• Providing requested documentation

The role requires the ability to multitask efficiently, maintain accuracy under pressure, and provide a positive client experience while meeting service standards and performance metrics.

Qualifications

• Two (2) years Agency experience in Personal Lines including homeowners and other lines; or equivalent combination of education and experience.
• Knowledge of Property/Casualty Insurance operations and policy elements preferred.
• 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.
• Self-motivated, disciplined, and able to maintain productivity without direct supervision.
• An active 2-20 or 4-40 license, or industry designation such as CPCU or CIC, is preferred.

Requirements

• Position is fully remote; employee is expected to maintain a dedicated, distraction-free workspace.
• Employee is responsible for providing a reliable internet connection that meets minimum speed requirements.
• Use of a company-provided computer, headset, and other necessary equipment is required.
• Work schedule may include standard business hours; flexibility may be required to meet peak call/chat volumes.
• Ability to manage multiple communication channels (calls, chats, task systems) efficiently from home.
• Must adhere to data security and confidentiality standards while handling sensitive client and policy information.
• Ability to troubleshoot workflow or system issues and provide guidance to team members on technology use.

Benefits

• Medical, Dental, Vision, Life, Pet; Flexible Spending Account
• Competitive Salaries
• 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