[Hiring] Care Center Specialist @Coterie

Role Description

The Customer Care Specialist plays a key role in delivering efficient, accurate, and world-class service to our policyholders. Leveraging experience in commercial insurance, this role ensures customer satisfaction by anticipating needs, supporting success through our products, and driving retention. Every interaction, from initial inquiry through renewal, is guided by a customer-focused mindset and a commitment to helping customers secure the best coverage and risk solutions.

Hours: Monday through Friday, 8:00AM to 5:00PM Pacific Time!

• Deliver timely, accurate, and professional support in a fast-paced Call Center environment.
• Answer questions across phone, email, forms, chat, voicemail, and other support channels.
• Respond to inbound calls, emails, forms, chats, voicemails, and other customer care requests.
• Assist with basic policy changes, billing questions, payment questions, documentation requests, and account support.
• Serve as a point of contact for general claims inquiries, claim status requests, first notice of loss submissions, and claims-related customer support.
• Collaborate with the Claims team to ensure timely communication, proper escalation, and effective resolution of claims-related customer needs.
• Support customer satisfaction, policy servicing, account retention, first contact resolution, and a positive customer experience through clear and efficient issue resolution.
• Accurately document customer interactions, actions taken, next steps, and follow-up items.
• Monitor assigned queues and respond within internal service level expectations.
• Escalate complex, urgent, or sensitive issues to Senior Customer Care Specialists, Leads, or Leadership as needed.
• Participate in ongoing product, system, process, and compliance training.
• Build strong customer relationships by understanding customer needs, offering guidance, and delivering clear solutions.
• Support a positive, collaborative, and service-focused team environment.
• Perform other duties as assigned.
• Report system issues, access concerns, bugs, or workflow interruptions to Leads.

Qualifications

• An active Property & Casualty Insurance License is required.
• 2+ years of insurance sales support or other insurance-related service work.
• 3+ years of remote/call center/online service or sales experience.
• Highly motivated & goal-oriented.
• Strong time management and organizational skills.
• Punctual, reliable, and responsible.
• Exceptional interpersonal and client service skills.
• Detail-oriented with superior organizational skills.
• Team player with the ability to collaborate with others.
• Ability to multi-task and work in a fast-paced, evolving environment.
• Proficient in MS Office skills and related computer software knowledge.
• Excellent collaboration skills, self-motivated, and willing to take initiative.

Requirements

• Our hiring process generally consists of 3 phases:
• Phase 1: Qualified candidates will first meet with a member of our People Operations team for a phone interview. This discussion is a high-level conversation to understand more about your background and interests and for us to share more about Coterie and the position.
• Phase 2: Selected candidates will be invited to meet with our Hiring Manager for a 2nd interview via Teams video. This interview is designed to be more detail-oriented and allows you to learn more about the role.
• Phase 3: Top candidates will receive an invite for our final interview series via Teams video. This series will include an experiential exercise project (provided in advance), 1:1 interviews with selected team members. The final series is roughly 1.5-3 hours in total but can be scheduled over a few days for flexibility.

Benefits

• 100% remote.
• Health insurance through Aetna (we pay 100% of premiums).
• Dental and vision insurance through Guardian (we pay 100% of premiums).
• Basic life insurance (we pay 100% of premiums).
• Access to flexible spending account (FSA) or health savings account (HSA) (for those using HSA eligible plans).
• 401K plan (up to 4% match with immediate vest). Must be 21 years of age or older to participate.
• Flexible PTO policy offering employees up to 4 weeks of PTO in their first 12 months. Thereafter, PTO usage aligns with company standards and typically does not exceed 5 weeks per calendar year.
• 12 company-paid holidays each year.
• Continuing education annual stipend.
• Annual salary will be $60,000 - $62,500.

Work Authorization

At this time, Coterie Insurance is unable to consider candidates who require current or future visa sponsorship. Applicants must have authorization to work in the United States without the need for sponsorship now or in the future. Falsification of an application, including work authorization status, is immediate grounds for dismissal from consideration.