Customer Care Specialist; P&C Licensed

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 byanticipatingneeds, supporting success through our products, and driving retention. Every interaction, frominitialinquiry 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 or Central 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.
• Assistwithbasicpolicy 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 ensuretimelycommunication, proper escalation, and effective resolution of claims-related customer needs.
• Support customer satisfaction, policy servicing, account retention,first contactresolution, anda positive customer experience through clear and efficient issue resolution.
• Accurately document customer interactions, actions taken, next steps, and followup 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

• 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 orientated 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

Our hiring process generally consists of 3 phases. The goal is to provide an opportunity for us to learn more about our candidates while allowing them to get to know us as well!

• 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…