Talent Community - Customer Service Representative

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.

We are always excited to connect with talented professionals who are interested in future opportunities with our organization. While we do not currently have an active opening for this position, we invite you to join our Talent Community and submit your information for consideration.

By joining our Talent Community, you'll stay connected with our recruiting team and be among the first to hear about new opportunities that align with your skills, experience, and career interests. We encourage you to apply today so we can keep your information on file for future openings.

About FOCUS

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.

Position Objective

Deliver exceptional customer service in a fast-paced call center environment by handling inbound calls, chats, and task processing from clients and agents regarding all personal lines insurance policies. Responsibilities include, but are not limited to, answering policy questions, processing endorsement changes, handling cancellation requests, assisting with policy payments and billing inquiries, and providing requested documentation. The role requires the ability to multitask efficiently, maintain accuracy under pressure, and provide a positive client experience while meeting service standards and performance metrics.

Position Summary

Description

Customer Support via Phone and Chat

• Respond to inbound phone calls and chats from clients and/or agents in a professional and timely manner.
• Provide accurate information regarding policies, coverage, billing, payments, and endorsements.
• Resolve client inquiries, complaints, and requests efficiently while maintaining a positive customer experience.

Task Management and Processing

• Process assigned tasks accurately and efficiently, including policy updates, endorsements, cancellations, and other related transactions.
• Prioritize workload to meet service level agreements and departmental standards.
• Ensure compliance with company policies, procedures, and regulatory requirements.

Team Collaboration and Continuous Improvement

• Collaborate with team members and leadership to share knowledge, improve workflows, and enhance the overall client experience.
• Participate in training, coaching, and team meetings to maintain skill proficiency and stay current with policies and procedures.

Education

• Two (2) years Agency experience in Personal Lines including homeowners and other lines; or equivalent combination of education and experience.

Work Experience

• Two (2) years Agency experience in Personal Lines including homeowners and other lines; or equivalent combination of education and experience.

Knowledge, Skill and Abilities

• Knowledge of Property/Casualty Insurance operations and policy elements preferred.
• Must have Personal Lines experience (Homeowners)
• Strong verbal and written communication skills.
• Ability to manage multiple tasks efficiently and maintain high accuracy.
• Proficiency with insurance systems and standard office software.
• Ability to handle difficult or upset clients professionally, using effective de-escalation techniques to resolve issues and maintain positive customer relationships.
• Strong problem-solving and conflict-resolution skills
• Self-motivated, disciplined, and able to maintain productivity without direct supervision
• Basic proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams) for documentation, reporting, and team collaboration.
• Active 2-20 or 4-40 license or industry designation such as CPCU or CIC preferred.

Working Conditions

• Position is fully remote; employee is expected to maintain a dedicated, distraction-free workspace.
• Employee is responsible for providing a reliable internet connection that meets minimum speed requirements.
• Use of a company-provided computer, headset, and other necessary equipment is required.
• Work schedule may include standard business hours; flexibility may be required to meet peak call/chat volumes.
• Ability to manage multiple communication channels (calls, chats, task systems) efficiently from home.
• Must adhere to data security and confidentiality standards while handling sensitive client and policy information.
• Participation in virtual team meetings, training sessions, and performance reviews.
• Must be self-motivated, organized, and able to maintain productivity without direct supervision.

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 hrinfo@peak6insurtech.com. 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.

A few reasons why you might love working with Team Focus Insurance Group

• We’re a leader in the space. We foster ongoing innovation. You get all the benefits of a growing and fast-paced company, while enjoying a very entrepreneurial culture.

• The team is really motivating. You’ll work with people who are as energetic, smart, and determined as you are. You’ll be managed by the best, too.

• Your work will be immediately impactful. You’ll be able to see your direct impact on our growth. You won’t be just another cog in the wheel.

• We embrace change. This is not where you'll find ‘predictable’. Our team wears many hats and has to go with the flow to deliver on our goals and get the job done.

• We are a team of collaborators. We work together to ensure the best possible solutions for our internal teams. It is common for us to get outside our swim lanes.

• Our environment provides continuous learning. Team members often have to branch out of their comfort zone. Taking ownership is an opportunity and we believe failures might lead to a better solution.

About Us

Consisting of a team of talented, experienced, and trusted professionals that have been serving the property and casualty insurance industry for more than 75 years, Team Focus Insurance Group has a history of financial stability, growth through innovation, and constant progress. When you join Team Focus, you immediately become one of our most valued components. That means you can look past the paycheck and excellent benefits to an environment that will help you grow and accomplish your professional goals and objectives through teamwork.

Our “3L” philosophy is designed to help all our team members: Learn something new every day; Laugh every day; and Love what you do and who you do it with. This philosophy makes for stronger individuals and, in turn, a stronger team. It also makes certain that Team Focus can deliver on a collaborative vision of being the best we can be for our customers, our partners, and our people. If you have an interest in joining a true team, one in which individual members thrive and build on the success of the whole, it’s time for us to talk.