Policy Service Agent I - REMOTE

AIS Insurance; United States; Remote; USD 40,000 - 61,000; Full time

Job summary

is seeking a Policy Service Agent I to work remotely from home. The role focuses on delivering excellent customer service for Private Passenger Automobile, Homeowners and Commercial policies while handling inquiries, applications and policy updates across multiple states.

The position requires licensing in multiple states or eligibility to obtain it, strong communication, and proficiency in core Microsoft applications. A bilingual (Spanish) option is a plus.

Qualifications

• Excellent customer service and sales-oriented approach.
• In-depth knowledge of state underwriting guidelines and Mercury’s protocols.
• Broad understanding of company policies and procedures.

Responsibilities

• Handle inbound and outbound calls to address customer inquiries and process applications quickly.
• Collaborate with underwriters to resolve questions or issues; provide policy verifications as needed.
• Maintain existing accounts across multiple states, including quoting and cross-selling insurance products.

Skills

Customer service

State-specific underwriting guidelines

Microsoft Office

Communication skills

Policies knowledge

Education

High School diploma

P&C license (active)

Tools

Microsoft Office

Job description

Policy Service Agent I - REMOTE

AIS Insurance

Amazing Opportunity

Excellent customer service career opportunity! We are currently recruiting dedicated, service-oriented professionals who are interested in a customer service career. This position will be working remotely from home.

State specific pay scales for this role are as follows:

• $50,083 to $61,212 (CA, NJ, NY, WA, HI, AK, MD, CT, RI, MA)
• $45,074 to $55,091 (NV, OR, AZ, CO, WY, TX, ND, MN, MO, IL, WI, FL, GA, MI, OH, VA, PA, DE, VT, NH, ME)
• $40,066 to $48,970 (UT, ID, MT, NM, SD, NE, KS, OK, IA, AR, LA, MS, AL, TN, KY, IN, SC, NC, WV)

The expected base salary for this position will vary depending on a number of factors, including relevant experience, skills and location.

In CA: Typical hiring range is $50,083 to $61,212

Job Summary

Under moderate supervision, works in a fast-paced professional call center environment providing excellent customer service to customers on both inbound and outbound calls. Services and assists in maintaining existing Private Passenger Automobile, Homeowner and Commercial policies.

Responsibilities

• Work and complete all applications and processes necessary to tend to customer concerns and inquiries in an expeditious manner. This involves utilizing in-depth understanding of products and underwriting guidelines to collect customer information, evaluate and properly address individual risks including counseling customers on coverage or quoting additional lines of business; auditing and following up with customers to ensure completion of applications, open issues and policy changes, and provide policy verification as needed; servicing and maintaining existing accounts via phone with multiple carriers in multiple states, to include quoting/cross-selling/up-selling of insurance products as well as handle all policy inquiries and changes.
• Interact with Underwriters to respond to general questions or resolve complex underwriting policy issues.
• Resolve general billing inquiries and process basic payments.
• Utilize in-depth understanding of related products and systems knowledge to complete tasks independently and in a timely manner; completes project work as assigned.

Qualifications

• Knowledge of customer service skills/customer-focused sales; strong persuasive ability required.
• Extensive knowledge of state-specific underwriting guidelines and Mercury’s underwriting protocols.
• Broad knowledge of Company policies and procedures
• Proficiency in Microsoft applications (Word, Excel, Outlook, etc.) and the ability to effectively utilize internal computer systems and applications
• Strong attention to detail and excellent organizational skills
• Strong written and verbal communication skills
• Strong technical skills
• Strong customer service skills and the ability to interact with our customers as well as our internal business units in a professional manner
• Ability to work in fast-paced environment, multi-task, be able to prioritize workflow, and organize various communications in a timely manner as needed
• Ability to analyze customer needs, problem solve and make sound business decisions

Education / Experience

High School diploma or its equivalent

• Active Resident General Lines Property & Casualty (P&C) license required
• Must be eligible to obtain licensing in all states
• Ability to obtain an appropriate P&C equivalent license in other Mercury states as required
• 2 years of directly-related Property & Casualty Insurance experience in a call center and/or customer service environment
• Bi-lingual (Spanish) preferred, but not required
• Mercury Insurance Group experience a plus

Physical Requirements

• Work-from-home requirements: Dedicated, quiet workspace; High-speed internet via reliable provider; Ability to attend virtual meetings and training sessions

Schedule

Schedule: Monday-Friday | 9am-6pm PST / 11am-8pm CST / 12pm-9am EST