Customer Service Representative

Insurify is one of America’s fastest-growing MIT FinTech startups, recognized for its innovative approach to insurance comparison and management. The Customer Service Representative will assess and resolve customer issues, ensuring satisfaction while contributing to the onboarding process and improving customer retention.

Responsibilities:

• Expertly assess and evaluate the best path of resolution for customer issues including coverage challenges, complaints, and payment issues during incoming calls, ensuring that customers receive timely and effective solutions
• Contribute to a smooth and successful customer experiences through the coordination of onboarding documents (insurance policies, supporting documentation) needed for sale finalization
• Apply problem-solving skills and understanding of insurance industry workflows to navigate complex situations, ensuring that customers receive the best possible outcomes
• Ensuring the information is accurate and verifying customers' coverage. Often may need to deliver proof of insurance paperwork and resolve billing and general issues to ensure customer satisfaction
• Assist in the development of new processes for the onboarding and retention of customers. Provide feedback for improvements of existing processes
• Play a crucial role in resolving carriers and customers complaints by presenting well-considered solutions and alternatives within the timeframes set, and follow up to ensure that any issue has been fully resolved
• Ensure no client is overlooked by entering into carrier portals and pulling lists of clients and initiating timely follow-ups.Proactively educate customers on how to avoid potential policy interruptions and premium increases, helping them to maintain stable and affordable coverage

Requirements:

• Experience in Customer Support via phone, email and chat
• Excellent communication skills
• Phenomenal phone skills
• Well-organized and self-driven
• Licensed in Property & Casualty Insurance required
• Must be located in one of the following states: AL, AR, AZ, CO, FL, GA, IA, IL, MA, MI, MN, MO, NC, NH, NJ, NY, OH, PA, RI, TN, TX, UT, VA
• Bilingual is a plus