Call Center Representative; Cleveland

Location Designation: Hybrid – 6 days per month

Candidates must live within 50 miles of the Cleveland office. Relocation assistance not provided.

This role requires the ability to work onsite twice a week for the first 12 weeks.

Role overview: The Customer Advocacy Specialist serves as a point of contact for customer inquiries and requests, handles exceptions, escalations, and technical issues, and complies with company philosophy while minimizing regulatory risk and mitigating cost.

• Point of contact for customer inquiries and requests.
• Make effective decisions based on comprehensive case analysis.
• Develop and maintain working knowledge of systems needed to deliver expert knowledge of all products, software applications, and processes.
• Demonstrate valuable interpersonal skills.
• Handle exceptions, escalations and technical issues while complying with philosophy, regulatory risk, and mitigating cost.
• Contribute ideas to improve the customer experience.

• Hunger for continued learning.
• Problem‑solver.
• Strong written and verbal communication skills.
• Good computer skills and ability to multitask.
• Associate or bachelor’s degree preferred, or equivalent years of related experience.
• Series 6 FINRA licensing preferred.
• FINRA licensed and/or FINRA Associated Person pre‑hire fingerprinting required.

• Paid training of 8‑10 weeks.
• Financial and Non‑financial Processing training.
• Training on Insurance Industry.
• Product and policy provision training.
• Tethered calls with mentors and coaches for first week after training.
• Continuous coaching and feedback to identify areas of improvement.
• Monthly meetings with manager focused on career development.

Full‑time position Monday through Friday. Flexible 7.5‑hour shift between 8:30 am and 6:15 pm.

Salary Range: $30,000–$45,000. Competitive base salary, overtime eligibility, and target bonus. Overtime eligible:
Nonexempt. Discretionary bonus eligible:
Yes. Sales bonus eligible:
No.

Actual base salary will be determined based on experience, skills, qualifications, and job location. Employees may also be eligible to participate in an incentive program.

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