We Insure, LLC. is an independent insurance franchise that takes immense pride in providing like-minded entrepreneurs with successful agency ownership. With more than 200 agency locations in 35 states, We Insure continues to grow rapidly and supports our agency owners, customers, and carriers by facilitating faster service, greater efficiencies, better choices, and improved bottom lines. What makes We Insure stand out: we are data-driven for better value and people-led for better service.
And our leadership is seeking more highly motivated, career-driven people to help lead our efforts! We Insure has received countless awards including Jacksonville Business Journal’s Best Places to Work and Fastest-Growing Private Companies, and Inc.’s 5000 Fastest Growing Companies. If you are looking for a long-term career in a supportive, goal-driven, growth environment with a company that believes in developing its people, We Insure is the right fit for you and we encourage you to apply today!The Customer Experience Specialist II is responsible for delivering exceptional insurance service support to policyholders, producers, lenders and designated contacts.
This role involves managing inbound calls, engaging in chat communication, and efficiently handling task work, which may include outbound calls.
Location:
Austin, TX
Training Start Date:
April 7, 2025
Duties/Responsibilities:
- Deliver quality customer service by answering inbound calls from clients and/or We Insure producers for insurance policies including (but not limited to) answering policy questions, cancellation requests, policy payments/billing questions and providing requested documentation, etc.
- Process written requests by customers, carriers and/or agents to service insurance policies effectively.
- Diagnose and resolve requests with a structured approach, balancing agent needs with company and carrier guidelines
- Effectively service all types of personal lines policies (e.g., auto, home/renters, umbrella, flood, recreational vehicles) and commercial lines policies (e.g., auto, property, general liability, workers compensation, cargo, etc.)
- Ability to navigate multiple carrier platforms in an independent insurance environment (working with over 100 carrier partnerships) and determine carrier guidelines/procedures to accurately process or communicate servicing needs
- Make outbound calls to complete customer or carrier insurance requests when required
- Demonstrate accuracy in processing client modifications based on given data
- Manage call metrics which include (but are not limited to) call quality, average handle time, availability, hold times, task per hours, etc., as set by department standards
- Prioritize and manage workflow to ensure efficient, timely, and accurate processing of transactions while adhering to standard operating procedures
- Accurately document all transactions
- Assist in retention and cross selling with We Insure customers/policy holders
Additional responsibilities (marginal job functions):
- Participate in weekly coaching conversations, side-by-side observations, and goal setting to meet individual and department standards
- Attend regular process/refresher trainings, team trainings and meetings as requested
- Participate in individual development programs and required developmental action plans
- Assist in additional projects as requested
- Identify process changes to improve quality or efficiencies
Required Skills/Abilities:
- Proven ability to manage a high volume of calls, effectively troubleshoot challenging situations, and provide outstanding service.
- Strong oral and written communication skills, with the ability to clearly articulate, interpret, and summarize information for policy holders, agents and producers.
- Skilled in handling multiple tasks simultaneously, including speaking, typing, and navigating various websites and software applications while maintaining effective communication.
- Ability to type at a minimum of 45 words per minute.
- Demonstrates a keen eye for accuracy and thoroughness in all tasks.
- Capable of working effectively both independently and as part of an onsite or remote team
- Proven track record of dependability and consistency in performance.
- Strong ethical values and integrity in all professional interactions.
- Prior experience in the personal lines insurance sector, particularly within an inbound call center environment.
- Ability to receive and integrate constructive feedback to improve performance and adapt to future situations.
- Proactive mindset with a focus on embracing and driving change effectively.
- Must be adaptable to utilize multiple technology platforms and interfaces
- Must be proficient with Microsoft 365
Preferred Skills/Abilities:
- Experience working withinthe insurance industry
- Experience navigating multiple insurance carrier platforms
Educationor Experience:
- High School Diploma or equivalent
- Minimum of 1-2 years of insurance industry experience
- Minimum of 2 - 3 years call center experience answering a high volume of calls while adhering to call center metrics
- Meeting or exceeding applicable metrics in current Customer Experience role
- Texas - Property and Casualty Producer License strongly preferred
Work Environment:
- This job is located in a comfortable indoor area
Travel Requirements:
Physical Requirements:
- Most of the time is spent sitting at a desk and working on a computer and there is frequent opportunity to move about
- Must be able to lift, up to 15 pounds at times
- Able to stand and walk as needed
#LI-RF1
Why join the We Insure Team? The We Insure 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
- Flexibility: Remote and Hybrid Opportunities Available
This position is not able to be performed in California, Colorado, New York or Washington.
EEO
We Insure 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
We Insure 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.
