Customer Care Representative - Personal Lines

The Customer Care Representative answers questions and resolves problems initiated by insureds and carriers via telephone, mail, and e-mail. Most questions concern coverage, claims, cost, or billing and may require research or referral to resolve. Significantly contributes to business retention efforts.

The ideal remote candidate for this role will have previous Personal Lines insurance experience and reside in one of the following locations : New York, New Jersey, Vermont, Connecticut, New Hampshire, Pennsylvania, or Massachusetts.

Your Impact :

• Answers all incoming telephone calls promptly and professionally. Identifies and responds to questions or problems presented by insured in a manner that meets or exceeds client service level standards.
• Processes and responds professionally to inquiries received via email, fax, or mail within established service levels.
• Accurately documents customer contact reasons and resolution in accordance with department protocol and completes applicable system and carrier website updates.
• Determines, analyzes, and solves problems related to policies and billing issues. Successfully applies problem solving and time management methodology; balances multiple tasks as business needs arise while maintaining production and quality standards.
• Uses de-escalation tactics when needed. Immediately reports escalated problems, service errors or anomalies to supervisor to effect prompt resolution. Takes initiative to contribute to development of long-term solutions to prevent recurring or similar errors or problems, with a "customer first" philosophy.
• Develops and maintains product, procedural and technical systems knowledge.

Successful Candidates Will Have :

At One80 Intermediaries, base pay is one part of our total compensation package, which also includes a comprehensive suite of benefits, including medical, dental, vision, disability, life, and retirement savings, and 10 days of paid time off and 11 paid holidays for eligible employees. The total compensation for a position may also include other elements dependent on the position offered. The expected pay range for this position is $21.00 - $23.00 plus discretionary bonus. The actual base pay offered may vary depending on multiple individualized factors, including geographical location, education, job-related knowledge, skills, and experience.

One80 Intermediaries is a privately held firm with offices throughout the US and Canada. As a leading insurance wholesaler and program manager, One80 offers placement services and binding authority for property and casualty, life, travel / accident and health, affinity and administrative services, and warranty business. Launched just four years ago, One80 Intermediaries has grown to be one of the largest intermediaries in the United States. In 2024, we were ranked 14th largest broker in the U.S. by Business Insurance.

One80 Intermediaries is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

Learn more about working at One80 Intermediaries by visiting our careers page : www.one80.com / careers.

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Salary : $21 - $23