Customer Service Representative

Insurify; Cambridge (MA); On-site; USD 45,000 - 55,000; Full time

Benefits offered by this job

Competitive compensation

Health and dental coverage

401(k) plan with match

Paid Family Leave

Job summary

Insurify is seeking a Customer Support professional in Cambridge, MA, to assist with inquiries related to insurance coverage. Responsibilities include resolving customer complaints, coordinating onboarding, and ensuring timely solutions. Candidates should have experience in customer support and strong communication skills, with insurance knowledge preferred. The position offers competitive compensation and health benefits.

Qualifications

• Experience in customer support via phone, email, and chat.
• Bilingual communication is a plus.
• Must reside in one of the specified states.

Responsibilities

• Assess and resolve customer issues including coverage and payment challenges.
• Coordinate onboarding documents for sale completion.
• Verify information and deliver proof of insurance paperwork.

Skills

Customer support experience

Excellent communication skills

Problem-solving skills

Organizational skills

Property & Casualty Insurance license

Job description

Overview

Insurify is seeking a Customer Support professional to handle inbound inquiries and assist with onboarding, validation of coverage, and issue resolution to ensure customer satisfaction. This role requires strong communication and problem-solving skills, and knowledge of insurance workflows.

Responsibilities

• Assess and resolve customer issues including coverage challenges, complaints, and payment issues during incoming calls, ensuring timely solutions.
• Coordinate onboarding documents (insurance policies, supporting documentation) needed for sale finalization to support a smooth customer experience.
• Apply problem-solving skills and understanding of insurance workflows to navigate complex situations and achieve best outcomes for customers.
• Verify information and customers\' coverage; deliver proof of insurance paperwork as needed and resolve billing and general issues to ensure satisfaction.
• Assist in developing new processes for onboarding and retention; provide feedback for process improvements.
• Resolve carrier and customer complaints by presenting well-considered solutions within set timeframes and follow up to ensure complete resolution.
• Enter clients into carrier portals, pull lists, initiate timely follow-ups, and educate customers on avoiding policy interruptions and premium increases.

Qualifications

• Experience in customer support via phone, email and chat.
• Excellent communication skills; strong phone skills.
• Well-organized and self-driven.
• Property & Casualty Insurance license preferred.
• Bilingual is a plus.
• Must be located in one of the specified states: AL, AR, AZ, CO, FL, GA, IA, IL, MA, MI, MN, MO, NC, NH, NJ, NY, OH, PA, RI, TN, TX, UT, VA, VT.

Benefits

• Competitive compensation
• Health and dental coverage
• 401(k) plan with match
• Paid Family Leave

Insurify is an Equal Employment Opportunity and Affirmative Action employer.