PEAK6 · 2 weeks ago
Senior Customer Service Rep
United States
Full-time
Remote
Senior LevelFOCUS provides cloud-based administration solutions for P&C insurance companies and MGAs. The Senior Customer Service Rep is responsible for delivering high-quality service to insureds and agents, managing various servicing functions across small to mid-sized commercial accounts, and ensuring timely communication and updates to all clients.
Financial ServicesInformation TechnologyTrading PlatformVenture Capital
Responsibilities
Receive incoming phone calls and service tasks regarding:
Policy document requests
Billing inquiries
Renewal reviews
Claims
Cancellation Inquiries
Reinstatement Inquiries
Locate new or renewal policies in the system, review for accuracy, and ensure timely delivery to policyholders
Communicate professionally with insureds, agents, and underwriters to:
Confirm binding of policy renewals
Provide billing and task updates
Review potential cancellations and policy status
Answer general coverage questions
Provide support in identifying and assisting issues in new line quote submissions
Set up accounts in agency systems and process FNOS (First Notice of Service) and FNOS Renewal tasks accurately
Process insured-requested cancellations and conduct “White Glove” pre-cancellation outreach to retain business and mitigate risk
Review policy expirations in advance of the renewal date and ensures timely communication with underwriters and clients
Support agents by preparing documents and handling service requests on their behalf
Intake claim information and initiate the reporting process with the carrier
Maintain proper documentation and tracking of all servicing tasks
Follow up on outstanding items and ensure all tasks are resolved within established timelines
Qualification
Required
Basic customer service experience and/or insurance experience
Prior call center or high-volume customer service experience is a plus
Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
Experience with agency management systems such as EZLynx or similar platforms
Ability to operate office equipment: scanners, copiers, fax machines, calculators
Work Schedule: Rotating shifts, with availability required through 8:00 PM ET
Preferred
Bilingual (English/Spanish) preferred
Benefits
Medical, Dental, Vision, Life, Pet; Flexible Spending Account
Competitive Salaries
401K Match
Work-Life Balance: Personal Days, PTO Days, 12 Paid Holidays, Two Paid Days for Volunteer Service, Paid Parental Leave
Short and Long-Term Disability
Employee Support Programs, Including Mental Health
Tuition Reimbursement
Matching Charitable Gift Program
Lucrative Referral Program
Commuter Benefits
Flexibility: Remote and Hybrid Opportunities Available
Company
PEAK6
We're In The Business Of What Ought To Be The business of doing, creating, and building the world the way we see fit.
Founded in 1997
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
J
Judi Hart
Chief Executive Officer at We Insure
Recent News
2025-01-16
2025-01-15
Austin Business Journal
2024-02-01
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