Talent Community - Customer Service Representative

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.
We are always excited to connect with talented professionals who are interested in future opportunities with our organization. While we do not currently have an active opening for this position, we invite you to join our Talent Community and submit your information for consideration.
By joining our Talent Community, you'll stay connected with our recruiting team and be among the first to hear about new opportunities that align with your skills, experience, and career interests. We encourage you to apply today so we can keep your information on file for future openings.
About FOCUS
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.
Position Objective
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.
Position Summary
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.
Work Experience
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.
Must have Personal Lines experience (Homeowners)
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
Self-motivated, disciplined, and able to maintain productivity without direct supervision
Basic proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams) for documentation, reporting, and team collaboration.
Active 2-20 or 4-40 license or industry designation such as CPCU or CIC 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.
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.