Customer Experience Representative

Customer Experience Representative AssuranceAmerica, a provider of property and casualty insurance, seeks a Customer Experience Representative to serve as the initial point of contact for customers, handling inbound calls related to underwriting, billing, policy changes, and other corporate matters. Responsibilities Serve as a problem‑solver on the front lines, responding to inbound customer calls with a focus on identifying root causes, analyzing unique situations, and delivering accurate, personalized solutions in alignment with company standards and customer needs. Apply sound judgment and critical thinking when assisting with underwriting activities, ensuring timely and appropriate handling of exceptions or nuanced policy scenarios. Navigate and leverage the policy management system efficiently, troubleshooting issues, improving processing accuracy, and identifying trends or recurring challenges. Collaborate across the team with a solutions‑oriented mindset, contributing to team discussions and best practices that enhance customer outcomes and operational effectiveness. Prioritize and organize daily tasks with attention to detail and time management, ensuring timely and thorough resolution of customer inquiries and back‑end responsibilities. Consistently meet or exceed departmental KPIs and performance metrics by balancing efficiency with high‑quality customer engagement. Demonstrate initiative and a growth mindset, actively seeking opportunities to broaden knowledge across departments and contribute to process improvements, positioning oneself for future advancement into roles in underwriting, sales, claims, or operations. Qualifications Required: Bachelor's degree OR 1‑2 years of experience in a role requiring critical thinking, problem resolution, and direct interaction with clients or stakeholders. Creative problem‑solving abilities and capacity to collaborate across departments and consider diverse perspectives in decision‑making. Excellent PC skills. Preferred: Bilingual (English‑Spanish). Preferred: Experience in inside sales, supply chain, or logistics roles involving client support and a solutions‑focused approach. Physical Requirements Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times and navigate various departments of the organization's physical premises. #J-18808-Ljbffr