Call Center Specialist (Homeowners P&C)

Company Overview

FOCUS provides cloud-based, core administration solutions (FOCUS Tech) and services (FOCUS Insurance Services) for P&C insurance companies and MGAs. Using decades of industry experience, FOCUS is taking the risk out of insurtech for small, mid-size, and growth-focused insurance organizations.

When you join FOCUS, you immediately become one of our most valued components – and we’re committed to investing in you. That means you can look beyond the paycheck and excellent benefits to an environment that will help you grow and achieve your professional goals through development and advancement opportunities and the support of our outstanding leaders and teammates.

Overview:

Deliver exceptional customer service in a fast-paced call center environment by handling inbound calls, chats, and task processing from clients and agents regarding all personal lines insurance policies. Responsibilities include, but are not limited to, answering policy questions, processing endorsement changes, handling cancellation requests, assisting with policy payments and billing inquiries, and providing requested documentation. The role requires the ability to multitask efficiently, maintain accuracy under pressure, and provide a positive client experience while meeting service standards and performance metrics. 

Description:

Customer Support via Phone and Chat 

• Respond to inbound phone calls and chats from clients and/or agents in a professional and timely manner. 

• Provide accurate information regarding policies, coverage, billing, payments, and endorsements. 

• Resolve client inquiries, complaints, and requests efficiently while maintaining a positive customer experience. 

Task Management and Processing 

• Process assigned tasks accurately and efficiently, including policy updates, endorsements, cancellations, and other related transactions. 

• Prioritize workload to meet service level agreements and departmental standards. 

• Ensure compliance with company policies, procedures, and regulatory requirements. 

Team Collaboration and Continuous Improvement 

• Collaborate with team members and leadership to share knowledge,  improve workflows, and enhance the overall client experience. 
• Participate in training, coaching, and team meetings to maintain skill proficiency and stay current with policies and procedures. 

Education:

• Two (2) years Agency experience in Personal Lines including homeowners and other lines; or equivalent combination of education and experience.   

Knowledge, Skill, and Abilities:

• Knowledge of Property/Casualty Insurance operations and policy elements preferred. 

• Strong verbal and written communication skills. 

• Ability to manage multiple tasks efficiently and maintain high accuracy. 

• Proficiency with insurance systems and standard office software. 

• Ability to handle difficult or upset clients professionally, using effective de-escalation techniques to resolve issues and maintain positive customer relationships. 

• Strong problem-solving and conflict-resolution skills. 

• Participation in virtual team meetings, training sessions, and performance reviews. 

• Self-motivated, disciplined, and able to maintain productivity without direct supervision. 

• An active 2-20 or 4-40 license, or industry designation such as CPCU or CIC, is preferred. 

Working Conditions:

• Position is fully remote; employee is expected to maintain a dedicated, distraction-free workspace. 

• Employee is responsible for providing a reliable internet connection that meets minimum speed requirements. 

• Use of a company-provided computer, headset, and other necessary equipment is required. 

• Work schedule may include standard business hours; flexibility may be required to meet peak call/chat volumes. 

• Ability to manage multiple communication channels (calls, chats, task systems) efficiently from home. 

• Must adhere to data security and confidentiality standards while handling sensitive client and policy information. 

• Participation in virtual team meetings, training sessions, and performance reviews. 

• Must be self-motivated, organized, and able to maintain productivity without direct supervision. 

• Ability to troubleshoot workflow or system issues and provide guidance to team members on technology use.

Why join the FOCUS Team?  

The FOCUS Difference:

• Medical, Dental, Vision, Life, Pet; Flexible Spending Account

• Competitive Salaries

• 401K Match  

• Work-Life Balance: Personal Days, PTO Days, 12 Paid Holidays, Two Paid Days for Volunteer Service, Paid Parental Leave

• Short and Long-Term Disability

• Employee Support Programs, Including Mental Health

• Tuition Reimbursement  

• Matching Charitable Gift Program

• Lucrative Referral Program

• Commuter Benefits

• Flexibility: Remote and Hybrid Opportunities Available

This position is not able to be performed in California, Colorado, New York or Washington. 

 EEO

Team Focus Insurance Group is an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics.

Disability

Team Focus Insurance Group is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process, please contact our HR department at hrinfo@peak6insurtech.com. We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process.

Note to applicant: It is unlawful in Massachusetts and Maryland to require or administer a lie detector test as a condition of employment or continued employment. Please know that our company does not use lie detector tests in our hiring process.