Direct Customer Care Agent

About the role

AssuranceAmerica is a leader in the non‑standard auto insurance space, operating with a small‑company, entrepreneurial style. The company fosters a culture where every associate has the opportunity to learn, grow, and meet associate needs while striving for excellence.

This entry‑level Direct Customer Care Agent I position requires a moderate level of technical competence. The role involves handling incoming and outgoing calls related to underwriting, billing issues, program inquiries, and other corporate subjects. The ideal candidate is passionate about delivering excellent customer service and can establish genuine connections while assisting agents and customers with their insurance needs.

Responsibilities

• Respond to incoming calls and provide prompt, accurate information to callers.
• Make outbound retention calls.
• Follow up on policy suspense items.
• Maintain a strong team focus and respond to customer inquiries in accordance with Company Customer Quality Standards.
• Ensure compliance with industry and company policies.
• Understand regulatory and statutory requirements as they relate to underwriting guidelines.
• Properly utilize the policy management system and its features.
• Meet established department goals and objectives.
• Organize work schedule to achieve timely processing of all responsibilities.

Qualifications

• High school diploma or equivalent; two years of post‑secondary education preferred.
• 1–2 years of work experience in a complex customer sales service environment.

Skills & Competencies

• Ability to work in a fast‑paced, automated production environment.
• Excellent PC skills.
• Capacity to make autonomous decisions based on multiple facts.
• Team‑player attitude.
• Professionalism and a high level of integrity.
• Bilingual proficiency in English and Spanish (required).