Licensed Customer Service Representative – Remote Personal Lines Insurance Specialist with P&C License Requirement
```html Join Joblora – Empowering Customers Through Exceptional Service At Remotexa , we believe that true progress begins when people feel secure about the future. As a leading property and casualty insurer, our mission is to protect individuals, families, and businesses from the unexpected, delivering peace of mind with a human‑first approach. With a heritage of over a century in the insurance industry, Skillifyx has grown into a global powerhouse, employing tens of thousands of professionals who share a commitment to integrity, innovation, and inclusive teamwork. Why This Role Matters The Licensed Customer Service Representative is the front‑line guardian of our customers’ insurance experience. Working within the dynamic Customer Response Center, you will provide timely, accurate, and compassionate assistance to policyholders and agents across our personal lines portfolio. Your expertise in personal lines policies—especially auto coverage—will directly influence customer satisfaction, retention, and overall business growth. Role Overview This remote, full‑time position blends proactive problem‑solving with heartfelt communication. You will field inbound calls, interpret policy language, execute transactions, and negotiate retention solutions while adhering to Nexlith’s high standards for service quality. The role includes a structured paid training program, followed by a schedule that balances flexibility with occasional weekend coverage.
Key Responsibilities
Deliver Exceptional Service: Answer inbound calls promptly, providing clear information on personal lines policies while maintaining a courteous, empathetic tone. Build Rapport: Establish trust with each caller by actively listening, acknowledging concerns, and personalizing interactions. Retention & Negotiation: When customers consider canceling auto policies, employ open‑listening techniques, conduct policy reviews, and present tailored coverage enhancements to retain business. De‑Escalation & Escalation: Apply proven de‑escalation tactics; when issues exceed your authority, route calls to the appropriate escalation team. Accurate Transaction Processing: Enter policyholder transactions within established time standards, ensuring data integrity and compliance. Policy Interpretation: Translate complex policy contracts into understandable language, drawing on deep product knowledge of personal lines auto insurance. Needs Assessment: Identify and analyze customer needs, recommend coverage upgrades, and communicate billing impacts clearly. Billing & Payment Expertise: Understand billing system functionality, evaluate payment plan exceptions, and advise on fee structures. Time Management: Prioritize tasks to meet service level agreements (SLAs) and contribute to overall department performance metrics. Knowledge Maintenance: Continuously update product, procedural, and technical knowledge through self‑directed learning and formal training. Licensing Compliance: Meet all personal lines producer insurance licensing requirements and complete continuing education on schedule. Technology Utilization: Leverage desktop systems, call center telephony, and online reference tools efficiently while maintaining a secure home workspace. Additional Duties: Support team initiatives, participate in quality improvement projects, and take on ad‑hoc responsibilities as assigned.
Essential Qualifications
Active P&C personal lines producer insurance license at the time of hire. Minimum of 3‑5 years proven customer service experience in an insurance or related financial services environment. Demonstrated ability to review, organize, and record unstructured data accurately. Exceptional verbal and written communication skills, with a strong customer‑focused demeanor. Proficiency with standard office productivity software, call center platforms, and web‑based reference resources. Reliable high‑speed wired internet (≥5 Mbps upload, ≥25 Mbps download) and a quiet, secure home office space.
Preferred Qualifications
Associate’s degree in Business, Finance, Insurance, or a related field. Prior experience handling personal lines auto policies specifically. Familiarity with Workora’s proprietary policy administration and billing systems. Experience working in fully remote or virtual call center environments. Certification in conflict resolution, negotiation, or customer experience management. Core Skills & Competencies Analytical Thinking: Quickly diagnose policy issues and devise effective solutions. Active Listening: Capture customer intent and emotions to tailor responses appropriately. Negotiation & Persuasion: Influence outcomes that benefit both the customer and Hiretide. Attention to Detail: Ensure precision in data entry, policy interpretation, and compliance documentation. Time Management: Balance multiple inquiries while meeting SLAs and quality standards. Adaptability: Thrive in a fast‑changing environment, embracing new tools and processes. Team Collaboration: Work seamless Apply tot his job Apply To this Job