Direct Customer Care Agent

Our Company
At Assurance America, we are more than a unique blend of insurance assets. We believe in creating a culture where every associate has the opportunity to learn and grow. We strive to create a work environment to meet associate needs, and we are determined to achieve excellence in everything we do.
This is an opportunity to join a dynamic team in a company that is a leader in the non-standard auto insurance space and functions with a small company, entrepreneurial style. This position will require someone with an understanding that one needs to have a “roll up your sleeves” attitude to help make things happen.

This is an entry level Direct Customer Care Agent I position requiring a moderate level of technical competence. As a Direct Customer Care Agent I, you will be responsible for handling incoming and outgoing calls regarding underwriting and billing issues, program inquiries and other corporate subjects. The ideal candidate should possess a passion in delivering excellent customer service and an ability to establish real connections by helping our agents and customers with their insurance needs.

• Respond to incoming calls
• Provide prompt and accurate information to caller’s inquiries
• Make Outbound retention calls
• Follow up on policy suspense items
• Provide strong team focus
• Respond to customer inquiries in accordance with Company Customer Quality Standards
• Ensure compliance with industry and company policies
• Understand regulatory/statutory requirements in accordance to underwriting guidelines
• Properly utilize the policy management system and understand it’s features and functionality
• Meet established department goals and objectives
• Organize work schedule to achieve timely processing of all responsibilities

• Formal Education & Certification
• High School diploma or equivalent. Two years post-secondary education preferred.
• Knowledge & Experience
• 1-2 year’s work experience in a complex customer sales service environment.
• Skills & Competencies
• Must be able to work in a fast-paced automated production environment.
• Excellent PC skills are required.
• Must have the ability to autonomous decisions based on multiple facts.
• Works as a team player.
• Must be professional and maintain acceptable level of integrity and professionalism.
• Bi-lingual (English & Spanish) required.