Customer Service Representative-1

Company Overview FOCUS provides cloud-based, core administration solutions (FOCUS Tech) and services (FOCUS Insurance Services) for P&C insurance companies and MGAs. Using decades of industry experience, FOCUS is taking the risk out of insurtech for small, mid-size, and growth-focused insurance organizations. When you join FOCUS, you immediately become one of our most valued components – and we’re committed to investing in you. That means you can look beyond the paycheck and excellent benefits to an environment that will help you grow and achieve your professional goals through development and advancement opportunities and the support of our outstanding leaders and teammates. Job Title: Customer Service Representative FIS Department: FIS Reports To: Supv, Client Experience Location: Remote Classification: Non-Exempt Job Summary: Deliver quality customer service by answering inbound calls or chats from clients and/or agents for all personal lines insurance policies including (but not limited to) answering policy questions, endorsement changes, cancellation requests, policy payments/billing questions, providing requested documentation Duties/Responsibilities: Diagnose customer requests at a foundational level, provide solutions and use a structured thought process to achieve results while balancing customers’ needs with company/carrier guidelines. Manage call metrics which include (but not limited to) call quality, average handle time, availability, hold times, as set by department standards. Prioritizes and manages workflow to ensure efficient, timely, and accurate process of transactions while adhering to the standard operating procedures. Develops successful customer relationships via the telephone and/or chat and ensures the highest level of customer service. Takes ownership of each call, handling until resolution is reached; includes follow-up as necessary to ensure the actions promised to caller are completed. Utilizes knowledge of automated systems to review and issue non-premium bearing endorsements as well as answer questions, document conversations and document files. Requests additional documentation necessary for the processing of endorsements and cancellations. Communicates effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests. Reviews, organizes and forwards information to other areas for handling or consideration. Assists agents with policy related questions and assists agents with system related questions. Education and/or Experience: Two (2) years Agency experience in Personal Lines including homeowners and other lines; or equivalent combination of education and experience. Knowledge of Property/Casualty Insurance operations and policy elements preferred. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Physical Requirements: While performing the duties of this job, the employee is frequently required to stand; walk; talk and hear; sit for extended periods of time; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Why join the FOCUS Team? The FOCUS Difference: Medical, Dental, Vision, Life, Pet; Flexible Spending Account Competitive Salaries 401K Match Work-Life Balance: Personal Days, PTO Days, 12 Paid Holidays, Two Paid Days for Volunteer Service, Paid Parental Leave Short and Long-Term Disability Employee Support Programs, Including Mental Health Tuition Reimbursement Matching Charitable Gift Program Lucrative Referral Program Commuter Benefits Flexibility: Remote and Hybrid Opportunities Available This position is not able to be performed in California, Colorado, New York or Washington. EEO Team Focus Insurance Group is an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics. Disability Team Focus Insurance Group is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process, please contact our HR department at [email protected]. We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process. Note to applicant: It is unlawful in Massachusetts and Maryland to require or administer a lie detector test as a condition of employment or continued employment. Please know that our company does not use lie detector tests in our hiring process.