Call Center Specialist; Homeowners PandC)

FOCUS provides cloud-based, core administration solutions (FOCUS Tech) and services (FOCUS Insurance Services) for P&C insurance companies and MGAs. Using decades of industry experience, FOCUS is taking the risk out of insurtech for small, mid-size, and growth-focused insurance organizations.

When you join FOCUS, you immediately become one of our most valued components – and we're committed to investing in you. That means you can look beyond the paycheck and excellent benefits to an environment that will help you grow and achieve your professional goals through development and advancement opportunities and the support of our outstanding leaders and teammates.

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, and 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.

• Respond to inbound phone calls and chats from clients and/or agents in a professional and timely manner.
• Provide accurate information regarding policies, coverage, billing, payments, and endorsements.
• Resolve client inquiries, complaints, and requests efficiently while maintaining a positive customer experience.

• Process assigned tasks accurately and efficiently, including policy updates, endorsements, cancellations, and other related transactions.
• Prioritize workload to meet service level agreements and departmental standards.
• Ensure compliance with company policies, procedures, and regulatory requirements.

• Collaborate with team members and leadership to share knowledge, improve workflows, and enhance the overall client experience.
• Participate in training, coaching, and team meetings to maintain skill proficiency and stay current with policies and procedures.

• 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.
• Participation in virtual team meetings, training sessions, and performance reviews.
• 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.

• 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…