Customer Service Representative (Bilingual Arabic or Urdu)

Company Overview FOCUS provides cloud-based core administration solutions (FOCUS Tech) and services (FOCUS Insurance Services) for personal‑lines insurance companies and MGAs. With decades of industry experience, FOCUS helps insurance organizations reduce risk and grow through streamlined technology and dedicated support. Job Summary Deliver quality customer service by answering inbound calls or chats from clients and/or agents for all personal lines insurance policies. Responsibilities include answering policy questions, endorsement changes, cancellation requests, policy payments and billing inquiries, and providing requested documentation. Responsibilities Diagnose customer requests at a foundational level and provide solutions while balancing customers’ needs with company and carrier guidelines. Manage call metrics such as call quality, average handle time, availability, and hold times in accordance with department standards. Prioritize and manage workflow to ensure efficient, timely, and accurate processing of transactions while adhering to standard operating procedures. Develop successful customer relationships via telephone and/or chat, ensuring the highest level of service. Takes ownership of each call, handling until resolution is reached and following up as necessary. Use automated systems to review and issue non‑premium‑bearing endorsements and answer questions, documenting conversations and files. Request additional documentation required for endorsements and cancellations. Communicate effectively with individuals and teams to ensure high‑quality and timely expedition of customer requests. Review, organize, and forward information to other areas for handling or consideration. Assist agents with policy‑related questions and system‑related questions. Education and Experience Two (2) years of agency experience in personal lines—including homeowners and other lines—or an equivalent combination of education and experience. Knowledge of Property/Casualty Insurance operations and policy elements preferred. Work Environment The work environment is representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level is usually moderate. Physical Requirements Frequent standing, walking, talking, hearing, and sitting for extended periods; use of hands for finger, handle, or feel and reach with hands and arms. Occasional climbing or balancing, stooping, kneeling, crouching, or crawling. Occasional lifting or moving up to 15 pounds. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Benefits Medical, Dental, Vision, Life, Pet insurance Flexible Spending Account Competitive salaries 401(k) match Work‑life balance: personal days, PTO, 12 paid holidays, two paid days for volunteer service, paid parental leave Short and long‑term disability Employee support programs, including mental health Tuition reimbursement Matching charitable gift program Lucrative referral program Commuter benefits Remote and hybrid opportunities available EEO Statement Team Focus Insurance Group is an equal‑opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics. Disability Team Focus Insurance Group is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. If you require reasonable accommodations to participate in the application or interview process, please contact our HR department at View email address on click.appcast.io . We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process. #J-18808-Ljbffr PEAK6