Associate Customer Experience Agent - Personal Lines (West Coast)

About Us

We’re not like other insurance companies. From our specialty products to our business model, our culture to our results — we’re different. Different is who we are, and how we work, interact, deliver and succeed together. Creating a different and better insurance experience doesn’t just happen. It takes focus and a shared passion for going beyond the expected to forge relationships and deliver care that makes a difference. This approach rises from and is supported by our talented, ethical and smart team of employee owners united around a single purpose: to work alongside our customers and partners when they need us, in unexpected ways, with exceptional results.

RLI is a Glassdoor Best Places to Work company with a strong, successful background. For decades, our financial track record has been stellar — a testament to our culture and validation of our reputation as an excellent underwriting company.

About the Role

Provides front-line operational and customer support. Assists by responding to general inquiries, providing product knowledge while ensuring insurance policy alignment with customer needs. Product support includes personal and/or commercial lines policies. Property & Casualty License preferred. Contact Center and/or Personal Lines experience preferred.

Responsibilities

• Provide basic operational and customer support to administrators, agents, brokers and policyholders.
• Effectively communicate via telephone, chat or email with various internal or external channels.
• In response to basic inquiries, research and develop the appropriate answer based on customer channel.
• Effectively communicate with the Lindbergh Insurance Group team to ensure proper handling of operational and customer inquiries.
• Keep accurate records of customer interactions and transactions, recording details of inquiries, complaints and comments, as well as actions taken.
• In response to inquiries from customers, prepare quotes and bind coverage for RLI insurance products, ensuring alignment with the customer’s needs.
• Assist with other duties as needed.

Requirements

• Typically requires a high school diploma; for Agency Operations, P&C license is preferred but will be required within 3 months of employment.
• 0+ years of related experience for consideration or equivalent level of education and experience.

Skills

• Good interpersonal and communication skills; sensitive, adaptable, professional, and articulate when dealing with internal and external customer channels.
• Personal and/or commercial P&C insurance knowledge preferred.
• Ability to provide excellent customer service support in a timely and friendly manner.
• Detail oriented with good organizational skills.
• Ability to follow procedures as outlined by management.
• Ability to handle multiple tasks simultaneously and prioritize duties in a fast-paced environment.
• Ability to perform quality work while meeting processing deadlines.
• Experience supporting niche insurance products preferred.

Pay

The base salary range for the position is $20.01 - $26.63. The salary offered will take into account factors including, but not limited to, geographic location, experience, scope and responsibilities of the role, qualifications/credentials, talent availability and specialization, as well as business needs.

Benefits

Financial Incentives

• Annual bonus plans
• Employee stock ownership plan (ESOP)
• 401(k) — automatic 3% company contribution
• Annual 401k and ESOP profit-sharing contributions (Up to 15% of eligible earnings)

Work & Life

• Paid time off (PTO) and holidays
• Paid volunteer time off (VTO) to support our communities
• Parental and family care leave
• Flexible & hybrid work arrangements
• Fitness center discounts and free virtual fitness platform
• Employee assistance program

Health & Wellness

• Comprehensive medical, dental and vision benefits
• Flexible spending and health savings accounts
• 2x base salary for group life and AD&D insurance
• Voluntary life, critical illness, & accident insurance for purchase
• Short-term and long-term disability benefits

Personal & Professional Growth

• Training & certification opportunities
• Tuition reimbursement
• Education bonuses

Diversity & Inclusion

Our goal is to attract, develop and retain the best employee talent from diverse backgrounds while promoting an environment where all viewpoints are valued and individuals feel respected, are treated fairly, and have an opportunity to excel in their chosen careers.