Customer Engagement Associate

PEMCO; Austin (TX); On-site; USD 44,000 - 53,000; Full time

Benefits offered by this job

401(k) plan with match

Vacation and holidays

Life and disability insurance

Job summary

PEMCO is seeking a Customer Engagement Associate to deliver exceptional service across phone, chat, email and digital channels. You will handle inquiries, guide policyholders through coverage details, billing, and changes with accuracy and empathy.

Join a team known for outstanding customer service and commitment to diversity and inclusion as you support FNOL, document interactions, and assist across departments to ensure seamless, compliant experiences for our Northwest customers.

Qualifications

• P&C license required by end of company provided training.
• High School diploma or equivalent.
• 1–2 years in insurance or customer service preferred.
• Willingness to work flexible schedules, 7 a.m. to 6 p.m. PT Monday- Friday and Saturday 8:30 a.m. to 5 p.m. PT.
• Excellent communication of insurance coverage, policy information, billing, and general policy questions.

Responsibilities

• Handle inbound and outbound calls, emails and chats from policyholders, prospects, agents, and other customers.
• Provide accurate information about property and casualty insurance policies, coverage, premiums, deductibles, and billing.
• Assist customers with policy changes, renewals, cancellations, payments, and general account questions.
• Support the first notice of loss (FNOL) process and provide basic guidance on claims procedures.
• Review customer accounts and accurately update policy and contact information.
• Identify customer needs and recommend appropriate products, services, or coverage options.
• Resolve customer concerns and complaints professionally while meeting service-level expectations.
• Accurately document customer interactions, transactions, and resolutions in the system.
• Follow company procedures, insurance regulations, privacy requirements, and quality standards.
• Collaborate across departments to resolve customer inquiries and deliver seamless service experiences.
• Protect confidential customer and policy information by following data-security requirements.
• Meet or exceed goals for interaction quality, productivity, customer satisfaction, and attendance.
• Demonstrate behaviors consistent with PEMCO’s policies, values, code of ethics and business conduct.
• Other duties as assigned.

Skills

Customer service

Communication

Problem solving

Multi-channel support

Attention to detail

Education

High School diploma

Tools

Policy administration systems

Call-center software

Job description

Applicants must be a resident and work from one of the following states: WA, OR, or ID with occasional travel to our headquarters, located in Seattle, WA.

Who We Are

At PEMCO, we’re all about people – our customers, our employees, and the community.

We’re a mutual insurance company owned by our Northwest policyholders.

We provide auto, home, renters, and boat coverage.

Recognized by Forbes as one of America’s Best Insurance Companies in both Auto and Home for 2026, based on customer survey feedback, and by Newsweek as one of America’s Greatest Midsize Workplaces 2025.

We are consistently recognized for our outstanding customer service, employee expertise, community partnerships, and social impact programs.

All of which makes PEMCO a great place to work!

Our social impact programs motivate high achievement by youth in education; build stronger and greener communities; and increase safety at home, on the road, and at play.

We’re committed to diversity, equity, inclusion, and belonging, and to fostering an inspiring and inclusive workplace.

These efforts create and cultivate an environment that builds fairness and understanding, encourages collaboration and flexibility, and celebrates all the ways in which we’re different and the same – enabling all individuals to achieve their full potential.

Why We Need You

The Customer Engagement Associate provides exceptional customer service across multiple channels, including phone, chat, email, and digital platforms.

Handles customer inquiries while ensuring compliance with company policies and insurance regulations.

Build positive customer relationships by delivering accurate, timely support for insurance products, policy changes, billing inquiries, and other service needs.

What You’ll Be Doing

• Manage inbound and outbound calls, emails and chats from policyholders, prospects, agents, and other customers.
• Provide accurate information about property and casualty insurance policies, coverage, premiums, deductibles, and billing.
• Assist customers with policy changes, renewals, cancellations, payments, and general account questions.
• Support the first notice of loss (FNOL) process and provide basic guidance on claims procedures.
• Review customer accounts and accurately update policy and contact information.
• Identify customer needs and recommend appropriate products, services, or coverage options.
• Resolve customer concerns and complaints professionally while meeting service-level expectations.
• Accurately document customer interactions, transactions, and resolutions in the system.
• Follow company procedures, insurance regulations, privacy requirements, and quality standards.
• Collaborate across departments to resolve customer inquiries and deliver seamless service experiences.
• Protect confidential customer and policy information by following data-security requirements.
• Meet or exceed goals for interaction quality, productivity, customer satisfaction, and attendance.
• Demonstrate behaviors consistent with PEMCO’s policies, values, code of ethics and business conduct.
• Other duties as assigned.

What You'll Bring

• Property & Casualty (P&C) insurance license preferred and/or knowledge of P&C insurance concepts, including personal auto, homeowners, renters and/or commercial.
• P&C insurance license required by the end of company provided training.
• High School diploma or equivalent required.
• Preferred 1–2 years in insurance, customer service, call center or related experience.
• Willingness to work flexible schedules, 7 a.m. to 6 p.m. PT Monday- Friday and Saturday 8:30 a.m. to 5 p.m. PT.
• Strong ability to exchange accurate information with a professional, customer-focused approach.
• Ability to communicate insurance coverage, policy information, billing, claims processes, and general policy questions clearly to customers.
• Strong attentive listening, problem-solving, and conflict-resolution skills.
• Ability to handle high-volume calls while maintaining accuracy, empathy, and professionalism.
• Comfortable navigating multiple computer systems such as policy administration, and call-center software.
• Strong attention to detail when documenting customer interactions and updating policy information.
• Ability to meet call-center performance expectations, including quality, productivity, attendance, adherence to assigned schedule and customer satisfaction goals.
• Effectively protect confidential customer and policy information and follow all company compliance and regulatory requirements.

Compensation

The pay range for this role is shown below. Compensation decisions are determined based on an individual’s qualifications, job-related knowledge, skills, and experience.

Greater Seattle area target pay range:

$49,339 - $60,303 . The full pay range is $41,116 - $68,526 .

Outside Greater Seattle area target pay range:

$43,542 - $53,218 . The full pay range is $36,285 - $60,475 .

Greater Seattle Area is defined as working within approximately 100 miles of Seattle.Outside Greater Seattle is defined as working approximately 100 miles or more from Seattle.

Benefits

Regular part-time PEMCO employees working at least 24 hours per week and regular full-time PEMCO employees are eligible to elect coverage under medical, dental, and vision plans for themselves and their eligible family members with generous employer premium cost shares. In addition, as a benefits-eligible employee, you are:covered by employer-paid basic life and accidental death & dismemberment insurance policies as well as long- and short-term disability benefit coverages.eligible to participate in PEMCO’s 401(k) plan, which includes a generous employer match (2 for 1 on the first 6% employee pre-tax and/or Roth deferral, up to federal maximums).

PEMCO provides the following paid leave programs for benefits-eligible employees in their first year of PEMCO employment:Vacation and eight (8) paid holidays.Granted four (4) floating holidays and up to ten (10) days of sick leave immediately upon hire (pro-rated based on hire date and full-time/part-time status).In addition, PEMCO provides paid time off for bereavement, jury duty, and employee volunteering in the community.

Other miscellaneous benefit programs offered by PEMCO include:Education Assistance Program after one year of service.Scholarship program for children of PEMCO employees after one year of service; children’s birthday gift programFlexible Spending Accounts, Employee Assistance Program, and charitable gift matching

Other compensation depending on role, contributions, and performance may include:Discretionary bonuses.Tiered sales commissions and/or incentives

Equal Employment Opportunity

At PEMCO, we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. PEMCO is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation, or veteran status.

Accommodations

At PEMCO, people are at the heart of our business. We’re committed to providing an inclusive hiring experience for all candidates. If you need reasonable accommodations to apply for a role or participate in an interview, please contact us by email with your name, the job reference number(s), your preferred contact method, and a brief description of the accommodation needed. Requests are considered on a case by case basis in accordance with applicable disability laws, including the ADAAA.

Applicants have rights under Federal Employment Laws

Family and Medical Leave Act (FMLA)Equal Employment Opportunity (EEO)Employee Polygraph Protection Act (EPPA)