Broker/Policyholder Relations Contact Center Specialist

Summary

Join Protective as a Broker-Policy Holder Services Specialist and be a part of a company that impacts millions of lives. You will deliver outstanding customer service to brokers and policyholders, addressing inquiries, resolving complex issues, and ensuring exceptional service. As a liaison between brokers, policyholders, and internal teams, you will handle inquiries related to policies, claims, and account management. This role requires strong communication, problem-solving, and insurance industry knowledge. The position offers a hybrid work schedule and a competitive salary and benefits package.

Requirements

• Possess strong verbal and written communication skills, with the ability to articulate complex information clearly and concisely
• Be proficient in Microsoft Office Suite (Word, Excel, Outlook) and CRM software
• Have the ability to manage multiple tasks and prioritize effectively in a fast-paced environment
• Possess excellent problem-solving skills, with the ability to think critically, analyze data, and make informed decisions
• Be a strong team player, capable of working well in a collaborative environment and fostering positive relationships with internal teams, brokers, and customers
• Have the ability to handle sensitive customer information with discretion and maintain strict confidentiality in accordance with company policies and regulatory requirements
• Have in-depth knowledge of insurance policies, products, and processes, with the ability to quickly learn and apply complex insurance concepts and regulatory requirements
• Possess a customer-focused mindset, with a commitment to delivering personalized, empathetic service and building lasting relationships
• Have a High School Diploma or equivalent

Responsibilities

• Serve as the first point of contact for brokers and policyholders, addressing inquiries about policy details, claims, account status, and coverage options
• Resolve complex customer issues by conducting investigations, identifying root causes, proposing solutions, and ensuring timely follow-up via email and/or outbound phone call
• Process policy applications, renewals, endorsements, claims, and changes, ensuring accuracy and compliance
• Collaborate with internal teams to resolve issues, streamline processes, and ensure smooth service delivery
• Maintain accurate records of customer interactions and transactions in the CRM system
• Provide proactive communication to customers regarding policy updates, coverage changes, claim statuses, and renewals
• Stay informed about changes to insurance products, policies, regulatory guidelines, and industry trends
• Deliver personalized, empathetic service, aiming to build lasting relationships and enhance customer satisfaction
• Contribute to departmental and company objectives, supporting a positive, team-oriented environment

Preferred Qualifications

• Have an Associate’s or Bachelor’s degree in Business Administration, Finance, or a related field
• Possess relevant certifications in insurance or customer service
• Have a minimum of 1-3 years of customer service experience
• Have experience in the insurance or financial services industry
• Have previous experience working with brokers and policyholders or in a call center environment
• Have a solid understanding of Disability Leave & Benefits policies, products, and processes
• Be Bilingual (e.g., English/Spanish)
• Demonstrate the ability to lead by example, mentor peers, and support a positive team culture in a customer service environment

Benefits

• Health, dental and vision insurance
• Mental health benefits and an employee assistance program
• Paid time off, paid parental leave, short-term disability, and a cultural observance day
• Contributions to healthcare accounts
• A pension plan
• A 401(k) plan with Company matching
• ProHealth Rewards platform to improve wellbeing while earning cash rewards
• Hybrid work schedule with 3 work-from-home days a week