Licensed Customer Experience Specialist

About Coterie Applications Inc.
Our HQ is in Blue Ash, Ohio (4455 Carver Woods Dr, Blue Ash, OH 45242), but we operate as a 100% digital business which makes it easy to work remotely as your role allows

What will the Customer Experience Specialist Do?
We’re looking for a licensed Experience Specialist who is passionate about delivering efficient and accurate service and has experience in the commercial insurance space. We need someone who can deliver world-class customer service experiences while enhancing and improving customer account retention.

• Handle Policyholder and Agent Requests: Address and resolve policyholder and agent inquiries via phone, email, and form submissions related to policy changes, payment issues, and other insurance-related questions.
• Achieve First-Interaction Resolution: Strive for efficient and accurate resolution of inquiries during the first interaction to enhance customer satisfaction.
• Monitor and Respond to Voicemail: Manage the voicemail queue, ensuring timely and effective responses to all messages.
• Cross-Train for Versatility: Learn and perform various tasks across the Experience team’s responsibilities to provide support during peak periods and cover for absences.
• Engage in Ongoing Training: Participate in new hire training and continuous learning opportunities to stay updated on products, systems, and process changes.
• Build and Maintain Customer Relationships: Develop strong relationships with customers, understanding their needs, offering guidance, and recommending improvements for enhanced service.
• Meet Internal Service Level Agreements: Follow internal SLAs for customer inquiries and escalate issues to leadership when necessary to ensure service standards are met.
• Perform Additional Duties as Assigned: Complete other tasks as needed to support team and department objectives.

What you need to have:

• You have B.A. or B.S. degree or equivalent
• 2+ years of experience in customer success, account management, or a related field
• You hold a Property & Casualty Producer license in your home state and are open to pursuing licensing in all states within 45 days of hire
• Knowledge of commercial insurance and compliance requirements
• You’re a self-starter, passionate about creating simpler internal insurance operations procedures
• Expertise with Microsoft Office products, specifically Excel, SharePoint, Power Automate
• Strong interpersonal and communication skills, responsive to time-sensitive customer inquiries
• Strong problem-solving skills and the ability to make decisions under pressure
• Ability to analyze customer data and identify trends
• Excellent organizational and time management skills
• Ability to work in a fast-paced environment

What will make you stand out:

• CISR or CIC designations
• Salesforce experience
• Insurtech experience
  

Our hiring process generally consists of 3 phases.

• Phase 1: Qualified candidates will first meet with HR for a phone interview. This discussion is a high-level conversation to understand more about your background and interests and for us to share more about Coterie and the position.
• Phase 2: Selected candidates will be invited to participate in our PDP survey and meet with our Hiring Manager for a 2nd interview via Teams video. This interview is designed to be more detail oriented and allows you to learn more about the role
• Phase 3: Top candidates will receive an invite for our final interview series via Teams video. This series will include an experiential exercise project (provided in advance), 1:1 interviews with selected team members and a culture focused interview. The final series is roughly 1.5-3 hours in total but can be scheduled over a few days for flexibility.

Coterie has excellent benefits for all full-time employees. We offer the following:

• 100% remote.
• Health insurance through Aetna (we pay 100% of premiums).
• Dental and vision insurance through Guardian (we pay 100% of premiums).
• Basic life insurance (we pay 100% of premiums).
• Access to flexible spending account (FSA) or health savings account (HSA) (for those using HSA eligible plans).
• 401K plan (up 4% match with immediate vest).
• Unlimited PTO and company paid holidays.
• Continuing education stipend.
• A culture with a deep belief in intentionality, inclusion, and treating you like the professional you are.
• Formalized, universal mentorship via Coterie Core-Coaching program.
• The salary for this position is 60,000 annual (paid hourly).