Hybrid Insurance Customer Experience Specialist

Berkley One (a Berkley Company); Wilmington (DE); Hybrid; USD 36,000 - 52,000; Full time

Benefits offered by this job

Annual bonus

Health benefits

401(k) & Profit sharing

Paid time off

Job summary

Berkley One in Wilmington, DE is seeking a Customer Service Representative to join our Contact Center, delivering best-in-class service to high-net-worth clients and broker partners via phone, chat, and email with professionalism and accuracy. The role offers a hybrid schedule (4 days in-office, 1 day remote) and 8:00 AM–8:00 PM ET hours, Monday–Friday, with shifts based on customer needs.

You will manage policy servicing and support activities and document interactions thoroughly.

Qualifications

• High school education or equivalent.
• 2+ years experience delivering high-quality customer service in a fast-paced call center environment.
• Excellent written and verbal communication skills across multiple channels (phone, chat, email).
• Strong problem-solving and interpersonal skills.
• Proficiency with technology and ability to quickly learn new systems and platforms.

Responsibilities

• Deliver timely, accurate, and high-quality service to customers and broker partners across multiple communication channels.
• Manage inbound inquiries and service requests with a focus on professionalism, responsiveness, and resolution.
• Process policy transactions including quotes, endorsements, cancellations, and payment activities with a high degree of accuracy.
• Maintain detailed and compliant documentation of all customer and agent interactions.
• Verify identities in accordance with regulatory and security protocols.
• Provide guidance on policy inquiries and support quote-to-bind activities.
• Support internal systems training related to policy administration, billing, and claims platforms.
• Demonstrate empathy and professionalism when supporting customers through sensitive situations.

Skills

Customer service

Call center

Written communication

Verbal communication

Education

High school diploma

Tools

Microsoft Office

Job description

Berkley One in Wilmington, DE is seeking a Customer Service Representative to join our Contact Center, delivering best-in-class service to high-net-worth clients and broker partners via phone, chat, and email with professionalism and accuracy. The role offers a hybrid schedule (4 days in-office, 1 day remote) and 8:00 AM–8:00 PM ET hours, Monday–Friday, with shifts based on customer needs.

You will manage policy servicing and support activities and document interactions thoroughly.