Customer Experience Specialist-Surplus Lines

Customer Experience Associate

Does working as part of a close-knit, friendly team inspire you? Do you find enjoyment in helping customers with their needs over the phone? Come join ReSource Pro Compliance, looking for an organized, team-oriented Customer Experience Associate to join our customer service team (surplus lines). Your role provides front-line customer service support to ReSource Pro Compliance customers by processing tasks related to insurance regulatory compliance, client intake and/or sales support, responding to customer requests over phone and email. Work completed directly impacts trust and partnership with the client. We hire the best because our service is only as good as the people delivering it. We're committed to hiring individuals who engage in our amazing culture and embrace our core values: Commitment to Community, Teamwork, Passion for Excellence, Service-Centric, and Best Self. All remote positions are based in the United States, and candidates must reside within the U.S. to be eligible for consideration. In this role, you will...

• Manage client communications by responding to emails, inquiries, billing questions, and payment confirmations in a professional and timely manner
• Prepare, process, and distribute surplus lines tax reports, tax payments, and filing confirmations to clients
• Communicate and coordinate regularly with state regulators to ensure compliance with surplus lines requirements and regulations
• Delegate and oversee backend processing tasks while supporting operational efficiency and accuracy
• Train, mentor, and provide day-to-day guidance to team members on workflows, processes, and best practices
• Serve as an escalation point for client and operational issues, including participation in client issue resolution calls
• Provide cross-functional support and backup coverage for leadership team members as needed
• Effectively manage multiple priorities in a fast-paced environment while collaborating with clients, regulators, accounting teams, and internal departments

What you need to be successful...

• High school diploma or equivalent required
• Minimum of 2 years of surplus lines tax filing experience required
• Proficient in Microsoft Office Suite, including Word, Outlook, Access, and advanced Excel skills
• Strong customer service orientation with a passion for problem-solving and delivering exceptional client support
• Excellent written and verbal communication skills, with the ability to effectively communicate with clients and de-escalate concerns professionally
• Collaborative team player with a strong commitment to supporting colleagues and contributing to overall team success
• Highly detail-oriented and process-driven, with a focus on accuracy, organization, and thorough documentation
• Technically proficient with the ability to quickly learn and navigate multiple internal and external systems and platforms

Your compensation... Our salary ranges are based on paying competitively for our size and industry, and are one part of the total compensation package that also includes annual bonus eligibility, benefits, and other opportunities at ReSource Pro. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity relative to other ReSource Pro employees. The salary range for this role is $19.63 - $33.13 per hour. The salary range may vary based on the specific geographic location in which the candidate resides. Your interview process To be considered for this position, please submit your application. If you meet the qualifications for the role, a member of our Talent Acquisition team will be in touch to schedule an interview via Zoom. The standard interview process includes:

1. Behavioral interview with Talent Acquisition
2. Online talent assessment
3. Hiring Manager Interview

Additional interview steps may be added depending on the position or if further evaluation is needed. Disclosure: Candidates are evaluated at each step of the process. As a result, not every candidate will complete all steps in the process. Your benefits & perks...

• Generous PTO plan with paid holidays + floating holidays
• 100% paid Employee Healthcare on Day 1
• Eligible for all medical, dental, and vision benefits on Day 1
• 401k with employer match, vested on Day 1
• Opportunity to work for a growing, global organization.
• Ability to engage with clients and internal partners to make an impact.
• Organization-wide focus on growth and development

About ReSource Pro:

Focused exclusively on the insurance industry, ReSource Pro is the trusted partner insurance organizations rely on to optimize performance, streamline operations and process engineering, and drive growth. Serving 2,000+ carriers, brokers, wholesalers, and MGAs, ReSource Pro is a recognized market leader in insurance workflow optimization, data and technology services, and strategic operating model transformation. Maintaining a 96%+ client retention rate for over a decade, ReSource Pro is the only firm serving the insurance industry to have earned a spot on the Inc. 5000 list 16 timesplacing it among the top 0.02% of repeat honorees across all sectors in the Inc. list's 40+ year history.

Equal Employment Opportunity Policy:

ReSource Pro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.