This is an entry-level position designed for individuals new to the role or those who prefer to remain in a support-focused capacity. This position is responsible for delivering a positive customer experience, responding to a wide range of inquiries, and ensuring that policyholders, brokers, and other stakeholders receive accurate and timely assistance. CSR I serves as the front line of communication and plays a key role in upholding our service standards.

PRINCIPAL DUTIES & RESPONSIBILITIES

Handle customer interactions related to insurance policies, billing, endorsements, licensing and general questions with accuracy, professionalism and efficiency. Provide clear, accurate, and courteous assistance to insureds, brokers, and other stakeholders. Process policy changes, endorsements, and updates according to company guidelines and within established timelines. Collaborate with internal business partners (e.g., underwriting, claims, billing) to meet customer needs and support streamlined workflows. Ensure compliance with company procedures, service standards, and applicable regulatory requirements. Demonstrate reliability, professionalism, and a strong customer-first mindset in every interaction. Accurately document all customer interactions in the system, maintaining clear and complete records. Participate in ongoing training and team meetings to stay current on product knowledge, systems, and procedural updates. Contribute to team goals by sharing feedback, offering suggestions for improvement, and fostering a positive workplace culture EDUCATION & EXPERIENCE High school diploma and basic computer skills required. Exhibit good communication skills with emphasis on phone skills. Demonstrate good interpersonal skills (both internal and external) and work well in a team environment. Perform moderately complex tasks. Exercise occasional decision making and judgment. Perform tasks with minimal supervision. Have a solid understanding of rules and procedures in order to provide accurate information to callers. Prior insurance experience, call center experience, and coverage knowledge preferred. Bilingual (English/Spanish) preferred.