Customer Experience Representative

The Mutual Group is seeking a Customer Experience Representative to work within the Operations - Customer Experience department. This on‑site role includes a comprehensive 6‑month training period and a focus on providing exceptional customer service. Responsibilities Acts as the first point of contact for customers, agents, and third parties via multiple platforms, including phones and emails. Completes claims/billing transactions with minimal guidance. Researches, analyzes, and processes daily commercial billing scenarios including billing summaries, waivers, document assistance, and other related items. Processes first notice of loss claims, policy verifications, TIN verifications, and updates to existing claims. Collaborates with other departments to ensure claim/billing accuracy. Follows Claims/Billing Solutions team metrics and standards to strengthen the Customer Experience unit and provide the best customer experience as the first point of contact. Provides correspondence between departments and customers to achieve resolution to customer questions. Assists agents in navigation and defect management in policy administration systems. Provides navigation assistance to insureds for account portals. Assists with special projects involving billing and policy related items. Performs other related duties as assigned. Qualifications High School Diploma or equivalent education is required. One to two years of customer service experience in the insurance industry, or equivalent combination of education and/or experience. Basic understanding of Microsoft products (Word, Excel, Outlook). Insurance knowledge or relevant work history beneficial. Exceptional customer service orientation and ability to build strong working relationships with Commercial personnel at all levels. Familiarity with common insurance concepts, practices, and procedures. Demonstrated strong written and verbal communication skills, including ability to handle difficult customer situations. Attention to detail and organizational skills. Ability to complete a training program, including effective partnership with a peer trainer and understanding of training materials. Ability to follow department policies and guidelines, including additional SLAs set by Customer Experience Management. Benefits Competitive base salary plus incentive plans for eligible team members. 401(K) retirement plan with a company match of up to 6% of eligible salary. Free basic life and AD&D, long‑term and short‑term disability insurance. Medical, dental, and vision plans to meet your unique healthcare needs. Wellness incentives. Generous time‑off program including personal, holiday, and volunteer paid time off. Flexible work schedules and hybrid/remote options for eligible positions. Educational assistance. The Mutual Group is an Equal Opportunity Employer. It is our policy to recruit, hire, train, and promote individuals in all job classifications without regard to race, color, religion, sex, national origin, age, veteran status, disability, sexual orientation, gender identity, or any other characteristic protected by law. The Mutual Group participates in the E‑Verify program and will provide the federal government with your Form I‑9 information to confirm that you are authorized to work in the U.S. All offers of employment are contingent upon the successful completion of a background check. #J-18808-Ljbffr