Role overview
Location: United States
Work model: Remote
Base pay: $18.00 - $22.00 USD per hour
Schedule: Availability for any assigned shift during operating hours of 8:00 am - 7:00 pm EST, Monday through Friday
Help customers navigate their coverage
Support policyholders, employees, brokers, and claimants through inbound calls about claim status, claims processes, policy terms, and service inquiries. This role combines clear communication, empathetic customer service, and problem-solving across multiple systems in a fast-paced environment.
Your day-to-day responsibilities
- Answer inbound calls and explain policy, contract, and claim information in language callers can understand.
- Take ownership of customer inquiries, including claim status updates, report requests, and follow-up activities.
- Navigate multiple systems simultaneously to investigate questions and resolve service issues.
- Manage assigned calls, service tickets, and other tasks within required timeframes while meeting productivity and quality standards.
- Analyze incomplete or conflicting information to identify issues, recognize patterns, and develop practical solutions.
- Work with limited supervision and serve as an informal resource for less experienced colleagues when needed.
- Collaborate with teammates to provide consistent, professional customer support.
Experience and skills
- High school diploma or equivalent required; a relevant associate degree is strongly preferred.
- 1-3 years of call center experience or equivalent customer service experience.
- Availability to work any assigned shift within the stated operating hours.
- Strong verbal and written communication skills, with the ability to explain complex information clearly.
- Effective problem-solving, time management, and organizational skills.
- Ability to build rapport quickly, demonstrate empathy, and maintain service quality in a fast-paced environment.
- Comfort managing multiple tasks and working collaboratively.
- Working knowledge of Microsoft Office applications.
- Financial services or insurance industry experience preferred.
Benefits and additional rewards
- Annual performance bonus.
- 401(k) with an immediately vested company match.
- Medical plans with prescription coverage and a company HSA contribution for eligible high-deductible plan participants.
- Dental and vision coverage options.
- Company-provided life and disability insurance.
- Paid parental leave and adoption assistance.
- Tuition reimbursement and continuing professional education.
- At least 20 days of PTO per year for new hires, plus nine paid company holidays.
- Volunteer days, community partnerships, and an Employee Assistance Program.
- Employee Resource Groups that connect colleagues across the country.