PEAK6 · 2 months ago
Join Our Talent Network: Customer Experience Representative
Austin, TX
Full-time
Hybrid
Entry Level
2+ years expPEAK6 is passionate about delivering tailored insurance solutions and empowering entrepreneurs through their franchise platform. They are seeking a Customer Experience Specialist who will provide exceptional service to policyholders and manage various communication channels effectively.
Financial ServicesInformation TechnologyTrading PlatformVenture Capital
Responsibilities
Deliver quality customer service by answering inbound calls from clients and/or We Insure producers for insurance policies including (but not limited to) answering policy questions, cancellation requests, policy payments/billing questions and providing requested documentation, etc
Process written requests by customers, carriers and/or agents to insurance policies effectively
Diagnose and resolve requests with a structured approach, balancing agent needs with company and carrier guidelines
Effectively service all types of policies including auto, home/renters, umbrella, flood, recreational vehicles, etc
Ability to navigate multiple carrier platforms in an independent insurance environment (working with over 100 carrier partnerships) and determine carrier guidelines/procedures to accurately process or communicate servicing needs
Make outbound calls to complete customer or carrier insurance requests when required
Demonstrate accuracy in processing client modifications based on given data
Manage call metrics which include (but are not limited to) call quality, average handle time, availability, hold times, task per hours, etc., as set by department standards
Prioritize and manage workflow to ensure efficient, timely, and accurate processing of transactions while adhering to the standard operating procedures
Accurately document all transactions
Assist in retention and cross selling with We Insure customers/policy holders
Participate in weekly coaching conversations, side by side observations, and goal setting to meet individual and department standards
Attend regular process/refresher trainings, team trainings and meetings as requested
Participate in individual development programs and required developmental action plans
Assist in additional projects as requested
Identify process changes to improve quality or efficiencies
Qualification
Required
High school diploma or equivalent required
Minimum of 2 years of customer service experience
Minimum of 1-2 years in a high-volume call center environment meeting defined performance metrics
Proven ability to manage high call volumes, resolve issues efficiently, and deliver exceptional customer experiences
Strong verbal and written communication skills, with the ability to clearly explain, interpret, and summarize information for policyholders, agents, and producers
Skilled at multitasking, speaking, typing, and navigating multiple systems while maintaining professionalism and empathy
Demonstrates a high level of accuracy, thoroughness, and consistency in all service interactions
Works effectively both independently and collaboratively in onsite or remote environments
Experienced in CRM, AMS, Telephony, and collaboration tools such as Microsoft 365 Suite, Teams, and Slack
Ability to type a minimum of 45 words per minute
Adapts quickly to new technology platforms and system updates
Leverages technology to improve efficiency, communication, and customer outcomes
Consistently meets or exceeds key performance goals, including handle time, quality assurance, attendance, and customer satisfaction
Demonstrates reliability through strong schedule adherence and dependability in meeting work commitments
Uses feedback and performance data to identify trends and drive continuous improvement
Maintains focus and composure under pressure while meeting daily performance standards
Actively contributes to team success by sharing insights and supporting process improvement
Upholds high ethical standards and integrity in all professional interactions
Demonstrates accountability, reliability, and ownership in daily responsibilities
Welcomes feedback and is committed to continuous learning and development
Maintains a positive, proactive mindset in a fast-paced, evolving environment
Preferred
Experience within the insurance industry
Familiarity with multiple insurance carrier platforms
Benefits
Medical, Dental, Vision, Life, Pet; Flexible Spending Account
Competitive Salaries
401K Match
Work-Life Balance: Personal Days, PTO Days, 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
Company
PEAK6
We're In The Business Of What Ought To Be The business of doing, creating, and building the world the way we see fit.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
J
Judi Hart
Chief Executive Officer at We Insure
Recent News
2025-01-16
2025-01-15
Austin Business Journal
2024-02-01
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