Customer Service Agent at Answer Financial in Remote

Summary: Answer Financial, an Allstate company and personal lines insurance agency, is seeking a Customer Service Agent. The role serves as a frontline contact for customers, partners, and insurance carriers by handling inbound and outbound communications, processing service requests, resolving policy inquiries, and supporting field agents. The position also ensures policy updates and interactions comply with carrier, company, and state regulatory standards.

Responsibilities:
- Provides excellent customer service by responding promptly to all inbound calls, as well as service requests regarding insurance policies
- Completes basic research related to customer queries and requests. If unable to resolve requests, identifies and engages appropriate departments, individuals, or escalation paths
- Identifies, understands, and interprets customer needs to implement resolutions and make recommendations for coverage enhancements
- Receive and resolve inquiries from/to customers and/or carriers and/or partners
- Process customer/carrier/partner requests in a professional and timely manner
- Provide follow-up on applications and/or additional paperwork with customers, carriers, and partners to ensure policies are issued on time and remain in force
- Review and update Answer Financial and carrier systems to accurately reflect changes to customer policies
- Ensure agency, carrier and regulatory underwriting guidelines are followed
- Exercise responsive and timely follow-up to customer inquiries to finalize and/or preserve the sale
- Provide support to field agents who have questions related to Answer products, systems or services
- Collaborate with appropriate team members to determine necessary strategic sales approaches
- Ensure follow-up by passing leads to appropriate team members with calls-to-action, dates, and complete profile information, sources, etc
- Enter new customer data and update changes to existing accounts in corporate database(s)
- Communicating with clients via text and email to complete Service requests
- Focus on client retention and positive customer experience

Required Qualifications:
- Requirements for the position include the ability and desire to work one of the following shifts: •Monday to Friday from 10:00am-7:00pm or 11:00am-8:00pm Eastern time with a Saturday rotation from 1:00pm-10:00pm Eastern time
- • 1-2 years customer service experience in a call center environment required
- • Excellent verbal and written communication skills
- • Strong customer service, problem solving and investigation skills. Take initiative, multi-task, be collaborative, and use sound judgment in decision making and problem solving
- • Ability to provide professional and winning customer experience
- • Ability to embrace change and make adjustment when necessary
- • Demonstrated ability to set and achieve goals
- • Successfully complete all product and/or skill-enhancement training
- • Demonstrated multi-tasking and proficiency of MS Office products (Outlook, Word, and Excel), internet, and other related computer applications
- • Work well independently and as part of a team
- • Ability to identify trends, present solutions for issues and/or opportunities for improvement
- • Ability to build effective working relationships with co-workers including peers and leaders
- • Flexibility with work schedules to meet the needs of customers and the business
- High school diploma or equivalent required
- Pass and/or maintain required state licensing and carrier appointments required
- Bilingual, 100% proficiency in English and Spanish, verbal and written required
- • Answer associates are required to have a distraction-free workspace
- • If licensed, active resident state \•P&C license in good standing and CE compliant, required
- • If unlicensed, successfully complete pre-licensing study program and pass resident state Department of Insurance P&C exam, required
- • Reliable high-speed internet with wired connection (Ethernet)
- • Dedicated, distraction-free home workspace (equipment provided)
- When working from home, you must have a dedicated, private workspace free from distractions, along with appropriate desk and seating. Reliable internet is required, with minimum speeds of 50 MB download and 5 MB upload
- Must be able to operate a PC, other relevant office tools/equipment, sit for extended periods and/or occasionally stand for extended periods
- Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas

Preferred Qualifications:
- Active property and casualty license preferred

Required Skills: Property and Casualty Insurance Licensing, Microsoft Outlook, Microsoft Word, Microsoft Excel, Bilingual English-Spanish Communication, Verbal and Written Communication

Benefits: 100% remote - work from home company, Day one health benefits, Company matched 401(k) plan, Generous paid time off, Internet stipend, A comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse, Employees eligible to work from home also receive a monthly connectivity reimbursement to help offset internet costs.