Customer Experience Representative

Customer Experience Representative

Assurance America, a provider of property and casualty insurance, seeks a Customer Experience Representative to serve as the initial point of contact for customers, handling inbound calls related to underwriting, billing, policy changes, and other corporate matters.

• Serve as a problem‑solver on the front lines, responding to inbound customer calls with a focus on identifying root causes, analyzing unique situations, and delivering accurate, personalized solutions in alignment with company standards and customer needs.
• Apply sound judgment and critical thinking when assisting with underwriting activities, ensuring timely and appropriate handling of exceptions or nuanced policy scenarios.
• Navigate and leverage the policy management system efficiently, troubleshooting issues, improving processing accuracy, and identifying trends or recurring challenges.
• Collaborate across the team with a solutions‑oriented mindset, contributing to team discussions and best practices that enhance customer outcomes and operational effectiveness.
• Prioritize and organize daily tasks with attention to detail and time management, ensuring timely and thorough resolution of customer inquiries and back‑end responsibilities.
• Consistently meet or exceed departmental KPIs and performance metrics by balancing efficiency with high‑quality customer engagement.
• Demonstrate initiative and a growth mindset, actively seeking opportunities to broaden knowledge across departments and contribute to process improvements, positioning oneself for future advancement into roles in underwriting, sales, claims, or operations.

• Required:
  
  Bachelor's degree OR 1‑2 years of experience in a role requiring critical thinking, problem resolution, and direct interaction with clients or stakeholders.
• Creative problem‑solving abilities and capacity to collaborate across departments and consider diverse perspectives in decision‑making.
• Excellent PC skills.
• Preferred:
  Bilingual (English‑Spanish).
• Preferred:
  Experience in inside sales, supply chain, or logistics roles involving client support and a solutions‑focused approach.

Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times and navigate various departments of the organization's physical premises.