Direct Customer Care Agent I

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 can learn, grow, and meet their needs while striving for excellence. This entry‑level Direct Customer Care Agent I position requires a “roll up your sleeves” attitude and a moderate level of technical competence. The role involves handling incoming and outgoing calls related to underwriting, billing, program inquiries, and other corporate subjects, with a focus on delivering excellent customer service and building genuine connections with agents and customers.

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 collaborate with colleagues.
• Address customer inquiries in accordance with Company Customer Quality Standards.
• Ensure compliance with industry and company policies.
• Understand regulatory and statutory requirements related 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.
• Bilingual (English & Spanish) required.

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 mindset.
• Professionalism, integrity, and strong work ethic.

Benefits

• Premium healthcare plans (Medical, Dental, Vision, Voluntary Life, Flexible Spending Accounts, Health Savings Account) for full‑time and part‑time associates working 30+ hours.
• Employer‑paid Group Life and AD&D Insurance, Short‑ and Long‑Term Disability, Employee Assistance Program, Travel Assist, and Benefit Resource Card.
• 401(k) plan with 100% match on the first 4% of employee contributions.
• Engagement events to strengthen associate relationships.
• Annual Learning Credit for approved educational assistance.
• Paid Time Off (PTO), Parental Leave Pay, Volunteer Time Off (VTO), Bereavement Pay, Military Leave Pay, and Jury Duty Pay.