Policyholder Services Representative I (Remote)

Our Story Imagine being part of a team that’s not just shaping the future but actively driving it. At Davies North America , we’re at the forefront of innovation and excellence, blending cutting-edge technology with top-tier professional services. As a vital part of the global Davies Group, we help businesses navigate risk, optimize operations, and spearhead transformation in the insurance and regulated sectors. What's in Store We are on the lookout for experienced Policyholder Services Representatives who will be responsible for responding to inbound customer service inquiries, complaints, and service requests in a professional and timely manner. You will be the first point of contact with policyholders and their representatives which requires a commitment to client sensitivity, service, and guideline adherence. Policyholder Client Service Representatives spend 80% or more of their day responding to telephone and/or written inquiries from policyholders and/or their representatives. You must possess a high level of empathy, have superb verbal and written skills, and be proactive, independent, and take initiative. This position also requires a willingness and ability to sustain the demands of a telephone support role within a collaborative team environment. Key Responsibilities Provide exceptional customer service in a phone support role Empathetically assist policyholders and/or their representatives by providing information on highly individualized policy inquiries Utilize excellent oral and written skills to communicate with policyholders and/or their representatives by telephone and in writing, as well as with internal co-workers Identify needs of caller utilizing active listening skills; professionally and appropriately respond to inquiries meeting department’s established guidelines, policies, and procedures Complete document processing in an efficient and effective manner Update and change customer contact and policy information with accuracy Respond to all written inquiries, communicating clearly and with proper grammar Meet or exceed all established minimum expectations/metrics and goals for the position Meet or exceed standards for productivity and quality as established for the role Appropriately process all confidential information abiding by Health Insurance Portability and Accountability Act (HIPAA) privacy laws Ensure smooth transition of inquiry to appropriate department if/when necessary Support company values of We are Dynamic, We are Innovative, We are Connected, and We Succeed Together Perform other duties as assigned This is a full-time, home-based position. Skills, knowledge & expertise High School education/GED required with a minimum of one (1) year customer service or other relevant work experience required Proficient computer skills and experience in Microsoft Office products required Insurance or medical background preferred Understanding of medical terminology, health insurance, claims, and/or LTC preferred Possess a high degree of tact, empathy, and professionalism Exceptional interpersonal skills with an enthusiastic nature and an overall passion for excellence Possess the ability to use strong and effective listening skills to ask appropriate questions to fully understand the needs of policyholders and representatives Effectively relay complex insurance information and policy language into basic understandable concepts Superb written and verbal communication skills; must be clear and concise, both in written communications and when speaking to policyholders and representatives Detail oriented with the ability to work independently as well as part of a team Ability to toggle between multiple screens while documenting and speaking with policyholders Exceptional attention to detail with excellent organizational skills Proactively provide creative and analytical recommendations to management for process and performance improvement Equal Employment Opportunity & Legal Notices Benefits At Davies North America, we are dedicated to supporting the well‑being and future of our qualifying employees. Our comprehensive benefits package includes: Medical, dental, and vision plans to support your health and that of your family A 401(k) plan with employer matching Time‑off policies, including Discretionary Time Off (DTO) for exempt employees and Paid Time Off (PTO) for non‑exempt employees Paid holidays Life insurance and short‑term and long‑term disability coverage Benefit offerings, eligibility, and required employer contributions may vary based on role, classification, and applicable federal, state, and local laws, including those tied to an employee’s primary work location. Where required by law, the Company provides paid sick leave, paid family and parental leave, and other mandated benefits in accordance with applicable state and local requirements. Diversity and Inclusion Davies is dedicated to fostering a diverse and inclusive workplace that embraces a wide range of perspectives and experiences. We believe that diversity of thought is essential for innovation and creativity, and we actively promote an environment where all voices are valued and heard. Compensation Transparency: The salary range listed reflects the full compensation band for this role across all locations. Actual compensation will be based on factors such as skills, experience, qualifications, and geographic location, which may impact the final offer. We share ranges to remain transparent and consistent with pay equity practices. Background Check & Fair Chance Compliance Any background check or review of criminal history, if applicable to the role, will be conducted only after a conditional offer of employment and in compliance with applicable federal, state, and local laws, including fair‑chance hiring requirements. Massachusetts Notice It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. We do not use sites like Facebook, Craigslist, or Telegram to recruit or interview potential employees or contractors. If you have been asked to provide any information through any method other than our career portal, please email us at [email protected]