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Coterie Insurance · 2 days ago

Customer Experience Specialist (P&C Licensed)

United States

Full-time

Remote

Entry, Mid Level

$60K/yr - $62K/yr

2+ years exp

Coterie Insurance is focused on transforming the small commercial insurance space through an innovative quoting platform. They are seeking a Customer Experience Specialist to deliver efficient and accurate service, ensuring customer satisfaction and enhancing account retention through strong relationships with agents and policyholders.

Commercial InsuranceFinancial ServicesInsuranceInsurTech

No H1B

Responsibilities

Handle Policyholder and Agent Requests: Address and resolve policyholder and agent inquiries via phone, email, and form submissions related to policy changes, payment issues, and other insurance-related questions

Achieve First-Interaction Resolution: Strive for efficient and accurate resolution of inquiries during the first interaction to enhance customer satisfaction

Monitor and Respond to Voicemail: Manage the voicemail queue, ensuring timely and effective responses to all messages

Cross-Train for Versatility: Learn and perform various tasks across the Experience team’s responsibilities to provide support during peak periods and cover for absences

Engage in Ongoing Training: Participate in new hire training and continuous learning opportunities to stay updated on products, systems, and process changes

Build and Maintain Customer Relationships: Develop strong relationships with customers, understanding their needs, offering guidance, and recommending improvements for enhanced service

Meet Internal Service Level Agreements: Follow internal SLAs for customer inquiries and escalate issues to leadership when necessary to ensure service standards are met

Perform Additional Duties as Assigned: Complete other tasks as needed to support team and department objectives

Qualification

Property & Casualty LicenseCommercial Insurance KnowledgeMicrosoft ExcelSalesforce ExperienceCISRCIC DesignationsInterpersonal SkillsCommunication SkillsProblem-Solving SkillsOrganizational SkillsTime Management Skills

Required

B.A. or B.S. degree or equivalent

2+ years of experience in customer success, account management, or a related field

Property & Casualty Producer license in your home state and open to pursuing licensing in all states within 45 days of hire

Knowledge of commercial insurance and compliance requirements

Self-starter, passionate about creating simpler internal insurance operations procedures

Expertise with Microsoft Office products, specifically Excel, SharePoint, Power Automate

Strong interpersonal and communication skills, responsive to time-sensitive customer inquiries

Strong problem-solving skills and the ability to make decisions under pressure

Ability to analyze customer data and identify trends

Excellent organizational and time management skills

Ability to work in a fast-paced environment

Preferred

CISR or CIC designations

Salesforce experience

Insurtech experience

Bilingual fluency in English and Spanish

Benefits

100% remote

Health insurance through Aetna (we pay 100% of premiums)

Dental and vision insurance through Guardian (we pay 100% of premiums)

Basic life insurance (we pay 100% of premiums)

Access to flexible spending account (FSA) or health savings account (HSA) (for those using HSA eligible plans)

401K plan (up 4% match with immediate vest). Must be 21 years of age or older to participate

Flexible PTO policy offering up to 3 weeks of time off to support onboarding and integration during the first twelve months of employment. After the first year of employment and effective as of the anniversary date, eligibility transitions to up to 4 to 5 weeks of time off annually to recharge and sustain long-term success.

12 company-paid holidays each year

Continuing education annual stipend