Senior Associate

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence with AI-powered platforms and analytics to help businesses innovate, scale, adapt, and build resilience in a world defined by disruption.

About the role

The P&C Licensed Customer Service Representative is responsible for delivering high-quality service to customers and agents by accurately handling inquiries related to property and casualty insurance policies and billing. This role requires active use of a valid P&C license to process policy changes, resolve service issues, and ensure compliance with regulatory and company guidelines. The representative will manage inbound and outbound communications, document customer interactions, and provide timely, professional resolutions while maintaining a strong focus on accuracy, efficiency, and customer satisfaction.

Responsibilities

• Deliver a positive, knowledgeable, and professional service experience to customers and agents across all interactions.
• Handle a high volume of inbound and outbound calls (approximately 50 calls per day), efficiently resolving Property & Casualty policy and billing inquiries.
• Document customer interactions, policy updates, and resolutions accurately within internal systems.
• Meet or exceed performance expectations in a metrics-driven environment, including customer experience, quality, handle time, adherence, and productivity.
• Adhere to company policies, confidentiality standards, and security protocols to maintain a safe and compliant environment.
• Participate in required training, self-learning modules, and ongoing development to maintain licensure, product knowledge, and performance standards.
• Collaborate with supervisors and team members to review service trends, address customer issues, and support continuous improvement initiatives.
• Work effectively in a high-volume, phone-based environment, managing back-to-back calls, multiple systems, and potentially difficult or irate customers.
• Maintain a dedicated, quiet work-from-home environment free from distractions, ensuring readiness for remote work requirements.

Requirements

• Active Property & Casualty (P&C) or Personal Lines Agent License in the resident state.
• Equivalent to a high school diploma or GED.
• Prior customer service or call center experience in a fast-paced, high-volume environment, handling back-to-back calls and navigating multiple systems.
• Ability to work flexible schedules within operating hours (7:00 AM–2:00 AM EST), including weekends, holidays, and accommodate schedule changes on short notice.
• Comfortable working in a metrics-driven environment with defined performance goals (CX scores, handle time, quality, adherence, and productivity).
• Ability to perform essential job duties with or without reasonable accommodation in a remote work setup.
• Access to a reliable internet connection and a quiet, dedicated workspace.
• Willingness to complete typing test (24 WPM / 80% accuracy) and other pre-employment assessments as part of the hiring process.

Pay

The starting base salary range for this position is $19 per hour and above. Final compensation will be determined based on the candidate’s experience, education, skillset, and location. This role may also be eligible for performance-based bonuses, incentive pay, or commissions.

Benefits

• Medical, dental, and vision insurance
• Paid time off (PTO), holidays, and sick leave
• 401(k) with company match or other retirement plan
• Life and AD&D Insurance
• Work from home
• Internet reimbursement
• Employee Assistance Program

Schedule

Flexible schedules within operating hours (7:00 AM–2:00 AM EST), including weekends and holidays.