Customer Experience Representative

Job Summary

Managing inbound customer inquiries, the full-time Customer Experience Representative will provide personalized support related to underwriting, billing issues, and policy changes, while working a 12:30 p.m. - 9:00 p.m. ET shift in a hybrid environment based in Atlanta, GA, McAllen, TX, Birmingham, AL, or Tampa, FL, or fully remote in Nebraska.

Key responsibilities

• Respond to inbound customer calls, identifying root causes of issues and delivering accurate, personalized solutions
• Assist with underwriting activities, applying sound judgment and critical thinking to handle exceptions and nuanced policy scenarios
• Navigate the policy management system to troubleshoot issues, improve processing accuracy, and identify trends

Required qualifications

• Bachelor's degree or 3+ years of experience in a client-facing role requiring critical thinking and problem resolution
• Creative problem-solving abilities with a collaborative mindset across departments
• Excellent PC skills