About the Role
Title: Licensed Customer Service Representative
Location: US
Work Type: Remote
Time Type: Full time
Job Type: Employee
Job ID: 2025-1801
Category: Customer Service & Call Center
Job Description:
Overview
Join the team at American Collectors Insurance, where passion meets protection!
We are looking for Licensed Customer Service Representatives (CSR) to join our underwriting department.
Licensed CSRs work alongside our underwriters in our Customer Care Center. They are the first point of contact for all existing customers utilizing our call center for support or service issues as well as routine service updates. We expect them to provide the best possible customer service while maintaining our underwriting integrity.
This role requires an active Property & Casualty or Personal Lines insurance license as well as prior experience in an insurance service role, a passion for client interaction, strong problem-solving skills and the ability to thrive in a fast-paced environment.
This role can be done in-office, hybrid or fully virtual from anywhere in the continental US. Our office is located in Cherry Hill, NJ.
In this role you will:
- 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 as needed
- Establish customer relationships and follow up with customers
- Provide prompt, accurate and friendly customer service
- Service can include responding to inquiries regarding insurance eligibility, coverages, making changes to in-force policies, claim submissions, cancellations/non-renewals and billing clarifications
Responsibilities
Key Responsibilities:
- Delight our customers with superior customer service
- Service existing customers with endorsements, payments, policy changes, etc. including those 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 application factors/details to appropriately match premium to underwriting risk
- Meet all production goals
- Complete new business applications for existing customers as needed
- Performs other duties as assigned
Qualifications
Required Qualifications:
- 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
Desired Qualifications:
- Associate or bachelor’s degree
- Prior underwriting experience
- Prior experience working on a hybrid/remote team
- Prior insurance sales experience