Client Service Specialist

Westlake Village
Client Care
Full-time

The Client Service Specialist is responsible for fulfilling customer requests in a multi-channel contact center. Under the direction of the Manager of Client Service, the Client Service Specialist is responsible for  multi-tasking, inbound calls, faxes, Freshdesk processes and responding to customer voicemails. With a strong focus on customer retention, the CS Specialist utilizes their knowledge of coverages and underwriting guidelines to provide excellent customer service.

What You'll Be Working On

    • Take clientele incoming phone calls or email request for assistance
    • Route calls to appropriate resource
    • Verify and update insureds personal information to ensure compliance is met
    • Take action to forward suspected fraudulent and questionable activity directly to the Carrier or appropriate manager
    • Research unknown inquiries by utilizing all available resources  
    • Provide insurance policy terms, coverage reviews and billing changes/options in order for the insured to make an informed policy change decision
    • Process received carrier memos as needed
    • Break down/resolve billing questions or complaints
    • Follow up on customer calls when necessary
    • Contact insureds for payment reminders
    • Collect payments
    • Process client returned mail
    • Take appropriate actions for received faxes  
    • Record customer interactions/details of inquiries, complaints, comments and actions taken in our company database ( EZLynx)
    • Respond and help customers through our helpdesk platform ( Freshdesk )
    • Interact directly with CoverHound agents, QC analysts and management to provide information in regards to inquiries about policies or accounts  
    • Stay informed and practice changing guidelines and procedures throughout the agency
    • Escalate unresolved customer questions or complaints when necessary
    • Refer claims inquiries to the Manager of Client Service

What You'll Bring To The Team

    • Must have a current P&C License
    • Must have minimum of one year experience in insurance experience service teams
    • Experience with multiple carriers and states is preferred

Our company culture: 
Our employees are driven, accountable, customer service oriented and excellent at what they do. We work hard, support each other and share a mission of being the best insurance technology platform out there. Exceeding expectations is our standard. We don’t pass the buck and we are BFFs with change because we can see its hidden opportunities. We aim to change the status quo for insurance shoppers. Our leaders are veterans in the insurance market. We grow from failing fast and learning from TONS of data so experimenting is encouraged. We value transparency, learning from each other and collaboration.  

Not your typical perks: 
Competitive salary & equity
Insurance benefits; medical, dental, vision, life, etc.
Recruiting bonuses
What YoGenerous education budget to pursue your career development
Regular team lunches in the office
Fun company outings (did someone say happy hour?)
Stocked kitchen
In-office gaming space (Rocket League anyone?)
Flexible schedule
Generous vacation policy plus recognized federal holiday