Licensed Customer Service Representative - Remote

Description

Philadelphia Insurance Companies, a member of the Tokio Marine Group, designs, markets and underwrites commercial property/casualty and professional liability insurance products for select industries. We have been in operation since 1962 and are nationally recognized as a member of Ward's Top 50 and rated A++ by A.M.Best.

We are looking for Licensed Customer Service Representatives (CSR) to join our team. This role can be performed in‑office, hybrid, or fully remote from anywhere in the continental US.

Licensed CSRs are the first point of contact for existing customers using our call center for support or service issues, as well as routine service updates. They provide the best possible customer service while maintaining underwriting integrity.

• Address client needs and concerns via phone and email
• Maintain and utilize a working understanding of underwriting compliance guidelines
• Answer back‑to‑back inbound calls
• Make outbound calls to customers for follow‑ups as needed
• Establish rapport quickly and build positive customer relationships
• Provide prompt, accurate, and friendly customer service
• Respond to inquiries regarding insurance eligibility, coverages, making changes to in‑force policies, claim submissions, cancellations/non‑renewals, and billing clarifications
• Delight our customers with superior customer service
• Serve existing customers with endorsements, payments, policy changes, etc. including some that require underwriting authority
• Cancel and non‑renew policies according to procedures
• Complete necessary documentation quickly and efficiently
• Follow and adhere to underwriting compliance and service standards while performing changes to in‑force policies
• Expected to be on phones 100% of the time
• Conduct risk analysis and evaluate underwriting quality of applicants
• Evaluate details to appropriately match premium to underwriting exposure
• Meet all production goals
• Complete new business applications for existing customers as needed
• Perform other duties as assigned

• High school diploma or equivalent
• Active P&C or Personal Lines insurance license in your state of residence
• Prior experience working in a customer‑facing insurance service role
• Demonstrated success in a team environment
• Proficiency to multi‑task, follow‑through and follow‑up
• Excellent communication skills, written and verbal
• Positive customer and quality focus
• Possess an upbeat and positive attitude
• Organized and detail oriented
• Proactive in problem solving
• Ability to perform critical thinking and reasoning
• Advanced computer skills
• Reliable high‑speed internet

• Associate or bachelor’s degree
• Prior underwriting experience
• Prior experience working on a hybrid/remote team
• Prior insurance sales experience

Compensation: $43‑46k ($21‑23/hr) depending on experience level, overtime eligible (not required)

Benefits: health insurance (medical, dental, vision), flexible spending & health savings accounts, life insurance, retirement plan, paid time off, overtime availability, employee referral program, tuition reimbursement, and generous 401K match.

40‑hour work week, Monday to Friday with rotating Saturday (about 1 every 4 weeks)

Tokio Marine Group of Companies (including, but not limited to the Philadelphia Insurance Companies, Tokio Marine America, Inc., TMNA Services, LLC, TM Claims Service, Inc. and First Insurance Company of Hawaii, Ltd.) is an Equal Opportunity Employer. In order to remain competitive we must attract, develop, motivate, and retain the most qualified employees regardless of age, color, race, religion, gender, disability, national or ethnic origin, family circumstances, life experiences, marital status, military status, sexual orientation and/or any other status protected by law.