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.

Summary:  Handles service calls from policyholders and agents in regards to their insurance policies and provides exceptional service in responding to their questions and concerns by performing the following duties. 

Essential Duties and Responsibilities include the following.  Other duties may be assigned. 

Effectively respond via the telephone to concerns of both internal and external customers

Perform specialized functions and projects in accordance with departmental rules and regulations

Act as the caller’s advocate via the telephone to ensure the caller’s concerns are addressed

Take ownership of each call, handling it until resolution is reached, which includes follow-up, as necessary to ensure that the actions promised to the caller are completed

Gather, organize and forward information to other areas for handling or consideration

Process changes within approved authority level and perform transactions according to latest corporate standards, manual rates, guidelines and procedures

Competency: To perform the job successfully, an individual should demonstrate the following competencies:

Accountability  - Demonstrates a sense of ownership and responsibility in successfully delivering results.

Analytical - Uses intuition and experience to complement data.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organization’s core values.

Interpersonal - Creates effective working relationships across multiple levels and multiple functions within both client and Company organizations.

Motivation - Demonstrates persistence and overcomes obstacles.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; demonstrates consultative telephone sales skills; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Ability to handle multiple tasks.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Follows through on commitments.                                    

Project Management - Manages multiple projects and multi-level projects simultaneously.  Adaptable and able to perform different roles on projects as required.

Technological – Understands technology as related to Property/Casualty products; Able to interact and converse with client on matters of a technical nature.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

High School Diploma or GED required, Associate’s degree preferred.  One (1) to two (2) years of customer service experience; or equivalent combination of education and experience. 

Language Ability:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, and clients.  Bilingual (English and Spanish) language skills preferred.

Math Ability:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.

Reasoning Ability:

Ability to define problems collects data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Technical Skills:

To perform this job successfully, an individual should have a working knowledge of Microsoft Office applications to include Word, Excel, PowerPoint, and Outlook and Internet browser applications. Must be able to use a variety of office equipment, including scanner, copier, fax machine, and calculator.

Hours: Monday- Friday: 8-5pm PST

Pay: $16 hour

Certificates and Licenses:

None

Supervisory Responsibilities:

None

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 Demands:

While performing the duties of this job, the employee is frequently required to stand; walk; talk and hear over the telephone; 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 10 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.

Travel Required:

None

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.