Associate Customer Experience Agent (Peoria, IL)

rlicorp; Peoria (IL); Hybrid; USD 28,000 - 37,000; Full time

Benefits offered by this job

Annual bonus plans

Employee stock ownership plan (ESOP)

401(k) with 3% company contribution

Annual 401k and ESOP profit-sharing (≤

PTO and holidays

Paid volunteer time off (VTO)

Parental and family care leave

Flexible & hybrid work arrangements

Fitness discounts & virtual fitness

Job summary

RLI Corp in Peoria, IL is seeking a customer support professional to provide frontline operational assistance for personal and commercial lines. You will respond to inquiries by phone, chat, or email while ensuring policy alignment with customer needs and maintaining thorough records.

The role includes researching inquiries and preparing quotes as needed. The position emphasizes excellent service, accurate documentation, and collaboration with the Lindbergh Insurance Group team.

Qualifications

• High school diploma required; P&C license preferred, or within 3 months of employment.
• 0+ years of related experience or equivalent education/experience.

Responsibilities

• Provide frontline operational and customer support to administrators, agents, brokers and policyholders.
• Communicate via telephone, chat or email with internal or external channels.
• Research and develop appropriate answers to inquiries based on customer channel.
• Coordinate with Lindbergh Insurance Group team for proper handling of inquiries.
• Maintain accurate records of customer interactions and actions taken.
• Prepare quotes and bind coverage for RLI insurance products per customer needs.
• Assist with other duties as needed.

Skills

Interpersonal skills

P&C knowledge

Customer service

Attention to detail

Procedures follow-through

Multitasking

Quality work

Niche products experience

Education

High school diploma

P&C license preferred

Job description

About Us

We're not like other insurance companies. From our specialty products to our business model, our culture to our results - we're different. Different is who we are, and how we work, interact, deliver and succeed together. Creating a different and better insurance experience doesn't just happen. It takes focus and a shared passion for going beyond the expected to forge relationships and deliver care that makes a difference. This approach rises from and is supported by our talented, ethical and smart team of employee owners united around a single purpose: to work alongside our customers and partners when they need us, in unexpected ways, with exceptional results. RLI is a Glassdoor Best Places to Work company with a strong, successful background. For decades, our financial track record has been stellar - a testament to our culture and validation of our reputation as an excellent underwriting company.

Position Purpose

Provides front-line operational and customer support. Assists by responding to general inquiries, providing product knowledge while ensuring insurance policy alignment with customer needs. Product support includes personal and/or commercial lines policies.

Principal Duties & Responsibilities

• Provide basic operational and customer support to administrators, agents, brokers and policyholders.
• Effectively communicate via telephone, chat or email with various internal or external channels.
• In response to basic inquiries, research and develop the appropriate answer based on customer channel.
• Effectively communicate with the Lindbergh Insurance Group team to ensure proper handling of operational and customer inquiries.
• Keep accurate records of customer interactions and transactions, recording details of inquiries, complaints and comments, as well as actions taken.
• In response to inquiries from customers, prepare quotes and bind coverage for RLI insurance products, ensuring alignment with the customer's needs.
• Assist with other duties as needed.

Education & Experience

• Typically requires a high school diploma; P&C license is preferred but will be required within 3 months of employment
• 0+ years of related experience for consideration
• [OR] equivalent level of education and experience

Knowledge, Skills, & Competencies

• Must have good interpersonal and communication skills and be sensitive, adaptable, professional, and articulate when dealing with internal and external customer channels.
• Personal and/or commercial P&C insurance knowledge preferred.
• Ability to provide excellent customer service support in a timely and friendly manner.
• Detail oriented with good organizational skills.
• Ability to follow procedures as outlined by management.
• Ability to handle multiple tasks simultaneously and prioritize duties in a fast-paced environment.
• Ability to perform quality work while meeting processing deadlines.
• Experience supporting niche insurance products preferred.

Compensation Overview

The base salary range for the position is listed below. Please note that the base salary is only one component of our robust total rewards package at RLI. The salary offered will take into account a number of factors including, but not limited to, geographic location, experience, scope & responsibilities of the role, qualifications/credentials, talent availability & specialization, as well as business needs. The below range may be modified in the future.

Base Pay Range

$20.01 - $26.63

Total Rewards

At RLI, we're all owners. We hire the best and the brightest employees and allow them to share in the company's success through our Total Rewards. With the Employee Stock Ownership plan at its core, the Total Rewards program includes all compensation, benefits and perks that come with being an RLI employee.

Financial Incentives

• Annual bonus plans
• Employee stock ownership plan (ESOP)
• 401(k) - automatic 3% company contribution
• Annual 401k and ESOP profit-sharing contributions (Up to 15% of eligible earnings)

Work & Life

• Paid time off (PTO) and holidays
• Paid volunteer time off (VTO) to support our communities
• Parental and family care leave
• Flexible & hybrid work arrangements
• Fitness center discounts and free virtual fitness platform
• Employee assistance program

Health & Wellness

• Comprehensive medical, dental and vision benefits
• Flexible spending and health savings accounts
• 2x base salary for group life and AD&D insurance
• Voluntary life, critical illness, & accident insurance for purchase
• Short-term and long-term disability benefits

Personal & Professional Growth

RLI encourages its employees to pursue professional development work in insurance and job-related areas. We make a commitment to employees to provide educational opportunities that help them enhance their skills and further their career advancement. RLI fosters a true learning culture and encourages professional growth through insurance courses, in-house training and other educational programs.