Direct Customer Care Agent

Job Summary

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 for delivering excellent customer service and the 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 with underwriting guidelines
• Properly utilize the policy management system and understand its 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 years of 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 required
  • Ability to make autonomous decisions based on multiple facts
  • Team player
  • Professionalism and integrity
  • Bi‑lingual (English & Spanish) required