Customer Experience Specialist-Surplus Lines

In This Role, You Will

• Manage client communications by responding to emails, inquiries, billing questions, and payment confirmations in a professional and timely manner
• Prepare, process, and distribute surplus lines tax reports, tax payments, and filing confirmations to clients
• Communicate and coordinate regularly with state regulators to ensure compliance with surplus lines requirements and regulations
• Delegate and oversee backend processing tasks while supporting operational efficiency and accuracy
• Train, mentor, and provide day-to-day guidance to team members on workflows, processes, and best practices
• Serve as an escalation point for client and operational issues, including participation in client issue resolution calls
• Provide cross-functional support and backup coverage for leadership team members as needed
• Effectively manage multiple priorities in a fast-paced environment while collaborating with clients, regulators, accounting teams, and internal departments

Qualifications

• A high school diploma or equivalent required
• A minimum of 2 years of surplus lines tax filing experience required
• Proficient in Microsoft Office Suite, including Word, Outlook, Access, and advanced Excel skills
• A strong customer service orientation with a passion for problem-solving and delivering exceptional client support
• Excellent written and verbal communication skills, with the ability to effectively communicate with clients and de-escalate concerns professionally
• A collaborative team player with a strong commitment to supporting colleagues and contributing to overall team success
• A highly detail-oriented and process-driven individual with a focus on accuracy, organization, and thorough documentation
• Technically proficient with the ability to quickly learn and navigate multiple internal and external systems and platforms

Pay

The salary range for this role is $19.63 - $33.13 per hour.

Benefits & Perks

• Generous PTO plan with paid holidays + floating holidays
• 100% paid Employee Healthcare on Day 1
• Eligible for all medical, dental, and vision benefits on Day 1
• 401k with employer match, vested on Day 1
• Opportunity to work for a growing, global organization
• Ability to engage with clients and internal partners to make an impact
• Organization-wide focus on growth and development

About ReSource Pro

Focused exclusively on the insurance industry, ReSource Pro is the trusted partner insurance organizations rely on to optimize performance, streamline operations and process engineering, and drive growth. Serving 2,000+ carriers, brokers, wholesalers, and MGAs, ReSource Pro is a recognized market leader in insurance workflow optimization, data and technology services, and strategic operating model transformation. Maintaining a 96%+ client retention rate for over a decade, ReSource Pro is the only firm serving the insurance industry to have earned a spot on the Inc. 5000 list 16 times—placing it among the top 0.02% of repeat honorees across all sectors in the Inc. list’s 40+ year history.