Customer Experience Specialist – Surplus Lines
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Job Description
Customer Experience Associate providing customer service support in insurance compliance tasks. Engaging with clients and regulators while ensuring operational efficiency and accuracy.
Responsibilities:
- Manage client communications by responding to emails, inquiries, billing questions, and payment confirmations in a professional and timely manner
- Prepare, process, and distribute surplus lines tax reports, tax payments, and filing confirmations to clients
- Communicate and coordinate regularly with state regulators to ensure compliance with surplus lines requirements and regulations
- Delegate and oversee backend processing tasks while supporting operational efficiency and accuracy
- Train, mentor, and provide day-to-day guidance to team members on workflows, processes, and best practices
- Serve as an escalation point for client and operational issues, including participation in client issue resolution calls
- Provide cross-functional support and backup coverage for leadership team members as needed
- Effectively manage multiple priorities in a fast-paced environment while collaborating with clients, regulators, accounting teams, and internal departments
Requirements:
- High school diploma or equivalent required
- Minimum of 2 years of surplus lines tax filing experience required
- Property & Casualty (P&C) license preferred
- Proficient in Microsoft Office Suite, including Word, Outlook, Access, and advanced Excel skills
- Strong customer service orientation with a passion for problem-solving and delivering exceptional client support
- Excellent written and verbal communication skills, with the ability to effectively communicate with clients and de-escalate concerns professionally
- Collaborative team player with a strong commitment to supporting colleagues and contributing to overall team success
- Highly detail-oriented and process-driven, with a focus on accuracy, organization, and thorough documentation
- Technically proficient with the ability to quickly learn and navigate multiple internal and external systems and platforms
Benefits:
- Generous PTO plan with paid holidays + floating holidays
- 100% paid Employee Healthcare on Day 1
- Eligible for all medical, dental, and vision benefits on Day 1
- 401k with employer match, vested on Day 1
- Opportunity to work for a growing, global organization.
- Ability to engage with clients and internal partners to make an impact.
- Organization-wide focus on growth and development
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