Customer Experience Representative

AssuranceAmerica Managing General Insurance Agency, LLC; Omaha (NE); On-site; USD 36,000 - 48,000; Full time

Job summary

AssuranceAmerica Managing General Insurance Agency, LLC is seeking a Customer Experience Representative in Omaha, NE. You will serve as the first point of contact for inbound calls, addressing underwriting and billing issues, policy changes, and other corporate matters.

Ideal candidates have a Bachelor’s degree or 1–2 years of client-facing experience, strong problem-solving skills, and excellent PC abilities.

Qualifications

• Bachelor’s degree or 1–2 years of client-facing experience.
• Strong problem-solving and critical-thinking abilities.
• Excellent PC skills and ability to learn system tools.
• Bilingual English-Spanish preferred.

Responsibilities

• Handle inbound customer calls related to underwriting and billing issues.
• Assist with underwriting activities and policy changes when needed.
• Navigate policy management system to troubleshoot and improve processing accuracy.
• Collaborate with teammates to improve customer outcomes and operational efficiency.
• Meet or exceed departmental KPIs and respond to inquiries promptly.

Skills

Critical thinking

Problem solving

Communication

Customer service

Excellent PC skills

Education

Bachelor’s degree

Job description

## Customer Experience RepresentativeApplylocations: OMAHA, NE: LINCOLN, NEtime type: Full timeposted on: Posted 2 Days Agojob requisition id: JR100371**JOIN THE** **ASSURANCE****AMERICA** **TEAM**Do you want to be part of an organization where you are valued, and your ideas and opinions have an impact? *Join the AssuranceAmerica team.*For more than 25 years, AssuranceAmerica has provided superior property and casualty insurance products through contracted independent agents and directly to customers. Our team succeeds through diversity of thought, experiences, skills, and backgrounds.**Customer Experience Representative**The Customer Experience Representative will serve as the initial point of contact for our customer, managing inbound calls related to underwriting and billing issues, program inquiries, policy changes, and other corporate matters.This position requires someone who is enthusiastic about creating positive, solution-focused experiences for others, demonstrates a moderate level of technical proficiency, and maintains a confident and professional phone presence. The ideal candidate will build authentic rapport with agents and policyholders, delivering personalized support that reinforces the value of partnering with or being insured by AssuranceAmerica.This is a unique opportunity to join a growing company where your impact will be seen, and your career can flourish. High-performing team members in this role will have clear paths to advance within the Customer Experience department or explore new opportunities across other fast-growing areas of the business.**About the ROLE**Each day at AssuranceAmerica is different, but as a *Customer Experience Representative, you will:** *Serve as a problem-solver on the front lines, responding to inbound customer calls with a focus on identifying root cause of issues, analyzing unique situations, and delivering accurate, personalized solutions that align with company standards and customer needs.** *Apply sound judgement and critical thinking when assisting with underwriting activities, ensuring timely and appropriate handling of exceptions or nuanced policy scenarios.** *Navigate and leverage the policy management system efficiently, using its tools to troubleshoot issues, improve processing accuracy, and identify trends or recurring challenges.** *Collaborate across the team with a solutions-oriented mindset, contributing to team discussions and best practices that enhance customer outcomes and operational effectiveness.** *Prioritize and organize daily tasks with attention to detail and time management, ensuring timely and thorough resolution of customer inquiries and back-end responsibilities.** *Consistently meet or exceed departmental KPIs and performance metrics by balancing efficiency with high-quality customer engagement.** *Demonstrate initiative and a growth mindset, actively seeking opportunities to broaden knowledge across departments and contribute to process improvements – positioning yourself for future advancement into roles in underwriting, sales, claims, or operations.***About YOU*** *You thrive in a fast-paced, technology-driven environment and can adapt quickly to changing demands.** *You’re confident making independent decisions by analyzing multiple data points and applying sound judgment.** *You consistently demonstrate integrity, professionalism, and accountability in everything you do.** *You collaborate well with others and contribute positively to a team-oriented culture.**Required** *Bachelor’s degree OR 1-2 years of experience in a role requiring critical thinking, problem resolution, and direct interaction with clients or stakeholders.** *Creative problem-solving abilities, with the capacity to collaborate across departments and consider diverse perspectives in decision-making.** *Excellent PC skills.**Preferred** *Bilingual (English-Spanish).** *Experience in inside sales, supply chain, or logistics roles involving client support and a solutions-focused approach.***Physical Requirements*** Prolonged periods sitting at a desk and working on a computer.* Must be able to lift 15 pounds at times.* Must be able to navigate various departments of the organization's physical premises.### About UsWe strive for excellence in how we serve our policy holders and agents, and have since we opened our doors in 1998.We believe in creating a culture where all associates have a chance to learn and grow. We also take part in directing 5% of our earnings to fight homelessness, which gives hope with every policy purchased.We're grateful for the team we've created and the values we stand behind. We've pledged to be direct, results driven, and dedicated to the success of our business and each other.