Customer Care Associate II; Remote

About Us

At Selective, we don't just insure uniquely, we employ uniqueness. Selective is a midsized U.S. domestic property and casualty insurance company with a history of strong, consistent financial performance for nearly 100 years. Selective's unique position as both a leading insurance group and an employer of choice is recognized in a wide variety of awards and honors, including listing in Forbes Best Midsize Employers in 2025 and certification as a Great Place to Work in 2025 for the sixth consecutive year.

Employees are empowered and encouraged to Be Uniquely You by being their true, unique selves and contributing their diverse talents, experiences, and perspectives to our shared success. Together, we are a high-performing team working to serve our customers responsibly by helping to mitigate loss, keep them safe, and restore their lives and businesses after an insured loss occurs.

Provide advanced customer service to internal and external customers for personal and commercial lines policies across multiple service areas, including Billing and Pay Sync Services, performing tasks in either area as business needs dictate. This role handles complex inquiries, transactions, and problem resolution, requiring strong technical knowledge of systems and processes. Responsibilities include managing customer issues, processing payroll and/or billing transactions, supporting premium audits, and contributing to departmental projects and process improvements.

This position is designed to provide coverage across multiple service areas. Employees will have a primary assignment but may be cross-trained to rotate between these functions based on business priorities, seasonal demand, or departmental needs. Flexibility and willingness to learn new processes are essential for success in this role. All duties must comply with legal and regulatory requirements.

This role will require onsite training in our Branchville, NJ or Richmond, VA office M-F for 6-8 weeks beginning 9/21/2026.

• Manage high-volume inbound calls in a call center environment, addressing Billing or Pay Sync inquiries. Gather detailed information for new loss reports and payroll submissions, educate customers, and set expectations for claims or billing processes. Determines when issues are to be escalated, and when to request exceptions above department guidelines.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits in a professional demeanor; follow up to ensure resolution. Provide accurate, valid, and complete information by using the right methods/tools. Identify and assess customers' needs to achieve satisfaction.
• Process and reconcile payroll data for Pay Sync accounts, including year-end and mid-year endorsements, and support premium audit processes.
• Negotiate audit pay plans within outlined guidelines. Escalate exceptions from management to the Billing Services team for review prior to offer to policyholder or agent.
• Market and assist with customer sign up for online services. Trouble shoot and assist with customer self-service calls to include assisting customers with information available on website. To include updating email address, unlock an account, assist with disabled accounts, walk a customer through updating funding and making payments based on security guidelines.
• Act as a liaison with internal departments (Billing Services, Premium Audit, Underwriting) and external partners (agents, payroll providers) to ensure accurate and timely resolution.
• Contribute to departmental projects, reporting, and process improvement initiatives; assist in monitoring service levels and identifying gaps.
• Provide onboarding support and peer coaching for new hires; may assist…