Accounts Technical Support Representative - Retention

Summary

Join Zensurance's team as a Technical Service Representative (TSR) - Retention and contribute to the success of a leading InsurTech company. You will be responsible for resolving client billing issues, working closely with brokers and the external financing team. Key responsibilities include managing billing queries, collecting payments, triaging emails and voicemails, reviewing contract data, and recommending process improvements. The ideal candidate possesses excellent client service skills, strong communication abilities, and experience with administrative tasks or data entry. Zensurance offers a remote-first work environment, comprehensive benefits, and opportunities for professional growth. This role is crucial for maintaining client account health and requires a collaborative approach within a fast-paced environment.

Requirements

• 1+ year of experience working with administrative tasks or data entry
• Excellent attention to detail and follow-through
• Excellent client service orientation for both external and internal stakeholders
• Strong phone communications with both clients and external partners
• Good interpersonal and communication skills
• Effective organizational and time management skills
• Ability to work effectively in a dynamic and fast-paced deadline-driven environment. Ability to multitask and deliver on time and quality
• A team player with strong work ethics and collaborative approach
• Ability to proactively take initiative and learn quickly
• Experience with Zoom, Google Workplace, Slack or similar office software

Responsibilities

• Assisting brokers with clients' needs, including but not limited to: billing, cancellations, and reinstatement
• Manage billing queries and proactively call clients to collect payment when needed
• Manage multiple clients and answer all customer queries in a timely manner
• Triage emails and voicemails that require a licensed brokers attention
• Carefully review all new billing contract data for accuracy
• Recommend operational improvements in our processes to help further improve the overall customer experience
• Monitor and act on applicable Alerts within our existing Slack channel groups
• Assist with clean-up projects to ensure files are accurate and processes have been followed
• Schedule automated messages to clients on behalf of brokers
• Call customers & insurance partners for non-insurance-related matters as needed
• Assist in processing cancellations as needed
• Ensure files have been completed in accordance with our internal guidelines
• Proactively liaise with financing companies to improve communication and workflows to streamline our processes
• Other duties as required

Preferred Qualifications

• Insurance background of any type (no insurance license required)
• Collections experience is an asset

Benefits

• Remote-first setup for added flexibility
• Home office allowance to create a comfortable workspace
• Top-tier tech: "Office in a box" with all necessary tech equipment
• Half days before public holidays: Enjoy half days before long weekends
• Flexible health and dental plans for families, including mental health support
• Health & personal spending accounts to invest in wellness your way
• Parental leave top-up, because family comes first
• Education assistance reimbursement for courses, conferences, books, and memberships
• Opportunities to learn from industry experts and grow your career
• Weekly Friday huddles to share updates and connect across teams
• Virtual & in-person team-building events to strengthen our culture