Location: Westlake Village,CA, USA
Title
Customer Care Representative
About the Organization Description
Role: Customer Care Representative
Base Pay Midpoint: $26.34/hour, Non-Exempt
Location: Westlake, CA / Hybrid
Who Is Covered?
At Covered, we are focused on making insurance easy to understand and painless to purchase. We combine intuitive technology with a human touch to help consumers quote, compare, and purchase multiple insurance products in minutes. By partnering with lenders, financial institutions, and fintech companies, we deliver our personalized embedded insurance marketplace to their customers.
What Is Covered?
The best-in-class B2B2C embedded insurance marketplace built specifically for fintechs. We combine award-winning digital insurance experiences, innovative technology, and industry-leading compliance programs to help our partners build a fully digital insurance experience using our APIs, pre-built UI components, and full-service licensed stack.
About This Role
The Covered Insurance Customer Service West team is the liaison between our customers, financial institutions and insurance carriers. We are looking for an exceptional person to join this team - someone who regularly goes above and beyond - to provide the best possible service and relevant solutions.
Yep, We Have Benefits!
At Covered, our cultural DNA is our brand! This position includes a competitive benefits package to include an extraordinary culture, medical, dental, vision, FSA, HSA, AD&D, Life Insurance, STD, LTD, 401(k), casual time off, and 11 paid holidays.
Role Accountabilities Include, But Are Not Limited To:
* Receive and place phone calls with customers, insurance carriers and financial institutions
* Updating the Renewal Log on Salesforce
* Contacting the customers or mortgage companies on outstanding renewal payments
* Checking Policy Status on Carrier Websites and document into our AMS System (EZLynx)
* Updating Premium information and Any Updates for the renewal process
* Updating Mortgage Information Upon Request
* Aggregating and uploading policy documents into EZLynx (AMS)
* Process customer and Carrier inquiries via Zendesk in a timely manner.
* Keep QC management informed of underwriting issues for training purposes.
* Responsible for cross selling, and upselling to ensure our customers are covered.
Essential Role Requirements (Must be able to be performed with or without reasonable accommodation):
* Work Environment: Westlake Village, CA / Hybrid
* Physical Demands:
* Must be able to sit for extended periods of time
* Possess visual acuity in order to see a computer
* Must possess manual dexterity in order to work on a computer
* Must have command of the English language to effectively communicate
* Must be able to hear clients, partners, and internal staff
* Opportunistic travel as may be required
Disclaimer
This is an outline of the primary responsibilities of this position. As with everything in life, things change. The tasks, accountabilities and/or experience requirements may be changed, added to, removed, amended, deleted and modified at any time by management with, or without prior notice.
We are an equal opportunity employer and do not discriminate on the basis of any protected attribute, protected under applicable law. We make reasonable accommodations for applicants' and employees' religious practices as well as any mental health or physical disability needs. Employment decisions, including hiring decisions, are based on performance experience.
This job description is intended to provide information essential to understanding the scope of this position and the general nature and level of work performed by job holders within this position. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with the position.
We are an equal opportunity employer and we do not discriminate on the basis of any protected attribute, protected under applicable law. We make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
Position Requirements
About You And Your Experience
* Active P&C license required
* Ability to manage stakeholders in a service oriented, problem-solving, practical mindset
* Strong rapport and relationship building skills to collaborate and positively influence partnerships across the agency
* Ability to effectively juggle multiple projects and keep Manager informed of any issues
* Ability to think independently, take ownership, and drive initiatives to resolution
* Proactive and self-initiating work style
* Integrity, openness, and transparency
* Intellectual curiosity
* Critical thinker, ability to identify root cause of issues
* Current Property and Casualty License required
* Strong computer skills including proficient knowledge of G Suite tools or (Outlook, PowerPoint, Excel, Word)
* Knowledge of Personal Lines and Homeowners Insurance
* Bilingual is a plus
Close Date Post Internal Days 0 EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. Req Number WES-24-00002
This position is currently accepting applications.
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