[Hiring] Customer Engagement Associate @PEMCO

Role Description

The Customer Engagement Associate provides exceptional customer service across multiple channels, including phone, chat, email, and digital platforms. Handles customer inquiries while ensuring compliance with company policies and insurance regulations. Build positive customer relationships by delivering accurate, timely support for insurance products, policy changes, billing inquiries, and other service needs.

• Manage inbound and outbound calls, emails, and chats from policyholders, prospects, agents, and other customers.
• Provide accurate information about property and casualty insurance policies, coverage, premiums, deductibles, and billing.
• Assist customers with policy changes, renewals, cancellations, payments, and general account questions.
• Support the first notice of loss (FNOL) process and provide basic guidance on claims procedures.
• Review customer accounts and accurately update policy and contact information.
• Identify customer needs and recommend appropriate products, services, or coverage options.
• Resolve customer concerns and complaints professionally while meeting service-level expectations.
• Accurately document customer interactions, transactions, and resolutions in the system.
• Follow company procedures, insurance regulations, privacy requirements, and quality standards.
• Collaborate across departments to resolve customer inquiries and deliver seamless service experiences.
• Protect confidential customer and policy information by following data-security requirements.
• Meet or exceed goals for interaction quality, productivity, customer satisfaction, and attendance.
• Demonstrate behaviors consistent with PEMCO’s policies, values, code of ethics, and business conduct.
• Other duties as assigned.

Qualifications

• Property & Casualty (P&C) insurance license preferred and/or knowledge of P&C insurance concepts, including personal auto, homeowners, renters, and/or commercial.
• P&C insurance license required by the end of company provided training.
• High School diploma or equivalent required.
• Preferred 1–2 years in insurance, customer service, call center, or related experience.
• Willingness to work flexible schedules, 7 a.m. to 6 p.m. PT Monday-Friday and Saturday 8:30 a.m. to 5 p.m. PT.
• Strong ability to exchange accurate information with a professional, customer-focused approach.
• Ability to communicate insurance coverage, policy information, billing, claims processes, and general policy questions clearly to customers.
• Strong attentive listening, problem-solving, and conflict-resolution skills.
• Ability to handle high-volume calls while maintaining accuracy, empathy, and professionalism.
• Comfortable navigating multiple computer systems such as policy administration and call-center software.
• Strong attention to detail when documenting customer interactions and updating policy information.
• Ability to meet call-center performance expectations, including quality, productivity, attendance, adherence to assigned schedule, and customer satisfaction goals.
• Effectively protect confidential customer and policy information and follow all company compliance and regulatory requirements.

Requirements

• Applicants must be a resident and work from one of the following states: WA, OR, or ID with occasional travel to our headquarters, located in Seattle, WA.

Benefits

• Regular part-time PEMCO employees working at least 24 hours per week and regular full-time PEMCO employees are eligible to elect coverage under medical, dental, and vision plans for themselves and their eligible family members with generous employer premium cost shares.
• Covered by employer-paid basic life and accidental death & dismemberment insurance policies as well as long- and short-term disability benefit coverages.
• Eligible to participate in PEMCO’s 401(k) plan, which includes a generous employer match (2 for 1 on the first 6% employee pre-tax and/or Roth deferral, up to federal maximums).
• PEMCO provides the following paid leave programs for benefits-eligible employees in their first year of PEMCO employment:
• Vacation and eight (8) paid holidays.
• Granted four (4) floating holidays and up to ten (10) days of sick leave immediately upon hire (pro-rated based on hire date and full-time/part-time status).
• Paid time off for bereavement, jury duty, and employee volunteering in the community.
• Other miscellaneous benefit programs offered by PEMCO include:
• Education Assistance Program after one year of service.
• Scholarship program for children of PEMCO employees after one year of service; children’s birthday gift program.
• Flexible Spending Accounts, Employee Assistance Program, and charitable gift matching.
• Other compensation depending on role, contributions, and performance may include:
• Discretionary bonuses.
• Tiered sales commissions and/or incentives.