Customer Experience Specialist - Licensed

Coterie Insurance; United States; Remote; USD 60,000; Full time

Job summary

Coterie Insurance is seeking a Customer Experience Specialist to enhance customer satisfaction and retention in the commercial insurance sector. The role involves resolving inquiries, building relationships, and ensuring service standards are met. Ideal candidates will have a degree, relevant experience, and a passion for customer service. This position offers a fully remote work environment and competitive benefits.

Benefits

100% remote

Health insurance (100% of premiums paid)

Dental and vision insurance (100% of premiums paid)

Flexible PTO and 12 company-paid holidays

401K plan with up to 4% match

Continuing education annual stipend

Qualifications

• 2+ years of experience in customer success or account management.
• Property & Casualty Producer license required.
• Knowledge of commercial insurance and compliance.

Responsibilities

• Handle policyholder and agent inquiries via phone, email, and forms.
• Ensure customer satisfaction by anticipating needs.
• Build and maintain customer relationships.

Skills

Interpersonal skills

Problem-solving

Communication

Time management

Customer service

Education

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

Tools

Microsoft Office (Excel, SharePoint, Power Automate)

Job description

Customer Experience Specialist - Licensed

Who we are:
Through a partnership-based approach, Coterie helps insurance professionals unlock untapped revenue in the small commercial space. With an innovative quoting platform that delivers accurate pricing and bindable quotes in less than one minute, Coterie makes small business insurance effortless.

We are on a mission to build and foster a world-class team to bring speed, simplicity, and service to commercial insurance. We value integrity, humility, passion, and intelligence. If you want to push yourself and reshape a $200B+ market, we’re excited to talk to you!

What will the Customer Experience Specialist do?
We’re looking for a Experience Specialist who is passionate about delivering efficient and accurate service and has experience in the commercial insurance space. We need someone who can deliver world-class customer service experiences while enhancing and improving customer account retention.

Ensure customer satisfaction by anticipating agent or policyholder needs and helping achieve success through various products. It is this customer-focused, service-based mentality that we expect to drive every interaction from initial inquiry through account renewal with a constant eye toward identifying the best possible policy and risk practice for our customers.

• 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.

What we are looking for:

• You have B.A. or B.S. degree or equivalent
• 2+ years of experience in customer success, account management, or a related field
• You hold a Property & Casualty Producer license in your home state and are open to pursuing licensing in all states within 45 days of hire
• Knowledge of commercial insurance and compliance requirements
• You’re a 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

What will make you stand out:

• CISR or CIC designations
• Insurtech experience

Our hiring process generally consists of 3 phases. The goal is to provide an opportunity for us to learn more about our candidates while allowing them to get to know us as well!

• Phase 1 : Qualified candidates will first meet with a member of our People Operations team for a phone interview. This discussion is a high-level conversation to understand more about your background and interests and for us to share more about Coterie and the position.
• Phase 2 : Selected candidates will be invited to participate in our PDP survey and meet with our Hiring Manager for a 2nd interview via Teams video. This interview is designed to be more detail oriented and allows you to learn more about the role
• Phase 3 : Top candidates will receive an invite for our final interview series via Teams video. This series will include an experiential exercise project (provided in advance), 1:1 interviews with selected team members. The final series is roughly 1.5-3 hours in total but can be scheduled over a few days for flexibility.

What's in it for you:

Coterie has excellent benefits for all full-time employees. We offer the following:

• 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 and 12 company-paid holidays each year
• Continuing education annual stipend
• Annual salary will be $60,000 (paid hourly, non-exempt).

Work Authorization:
At this time, Coterie Insurance is unable to consider candidates who require current or future visa sponsorship. Applicants must have authorization to work in the United States without the need for sponsorship now or in the future. Falsification of an application, including work authorization status, is immediate grounds for dismissal from consideration.