Service Insurance Assistant, Commercial

Description

On the Service Plus Team, we provide support to our independent agents and customers regarding their small business insurance policies.

Our Service Insurance Assistants perform various support duties, such as responding to internal and external requests regarding account information and preparing insurance documents, policy information, and files for additional handling by other associates. This position includes answering phones, processing electronic mail, and assisting customers using your problem-solving skills. You must be able to follow detailed procedures and apply strong organizational/administrative skills and insurance knowledge to accomplish both routine and non-routine tasks and duties. The role is metrics-based and does include, but is not limited to, phone handle time, after-call work time, schedule adherence, offline handle time, and offline adherence.

Our hours of operation are from Monday through Friday, 8:00 am-8:00 pm PST / MST , with possible expectations of working no later than 7:00 pm This will be either local time or, depending on where you live, may be PST and MST time. . Our customer service representatives need to be flexible to work within the hours of operation, plus some holidays.

Our call center class begins on Monday, July 14, 2025. Attendance is critical to your success, and as such, 100% attendance is required for the duration of training, where performance will be continually assessed. During training, individuals are also responsible for schedule adherence and actively participating in the training program.

The following states/districts are excluded from eligibility at this time: Arizona, Georgia, North Dakota, South Dakota, Alaska, California, Colorado, Connecticut, Delaware, Hawaii, Illinois, Minnesota, New Jersey, New York, Washington.

Job Responsibilities:

• Enters and retrieves information of varying complexity using computer systems and applications to update records, obtain information for others, and respond independently to most questions and problems.
• Uses intermediate skills and business knowledge to answer questions related to billing and insurance forms/documents, correspondence, and processes other insurance transactions to provide customer service and support.
• Performs other related support duties as requested, such as answering phones, processing mail, and assisting customers.
• Upholds our customer care standards by achieving individual goals such as work quality, phone and email handle time, adherence, and reliability.
• Adheres to a daily schedule to help maintain phone and offline service levels.
• Identifies all required forms and materials related to policy changes and certificates
• Assists in handling various requests from agents and insureds, including completing basic policy changes
• Interacts with other departments, including underwriting, billing, and processing, to help resolve customer requests.

• Highschool Diploma or equivalent
• Minimum of 1-2 years of relevant customer service or administrative experience preferred.
• Prior Call Center experience preferred.
• Proficiency with computers is mandatory.
• Excellent oral, written, and interpersonal communication skills, and the capacity to multi-task in a fast pace structured teamwork environment is required.
• Intermediate level of skill required to open, create, and modify various documents using the Microsoft Office suite (e.g., documents, spreadsheets, e-mail, etc.) and enter/retrieve information using various applications/systems.
• Ability to effectively exchange routine and non-routine information verbally and in writing and apply knowledge of the department's policies and procedures.
• Must be able to acquire and maintain company and department Work at home (W@H) requirements; Dedicated room with a desk, safe, quiet, professional working environment, and wired connected high-speed internet with a minimum of 5 dedicated mbps (20 mbps or more is recommended through a cable, fiber, or DSL service).

• California
• Los Angeles Incorporated
• Los Angeles Unincorporated
• Philadelphia
• San Francisco