Customer Experience Specialist

Who we are:
Through a partnership-based approach, Coterie helps insurance professionals unlock untapped revenue in the small commercial space. With an innovative quoting platform that delivers accurate pricing and bindable quotes in less than one minute, Coterie makes small business insurance effortless.  

We are on a mission to build and foster a world-class team to bring speed, simplicity, and service to commercial insurance. We value integrity, humility, passion, and intelligence. If you want to push yourself and reshape a $200B+ market, we’re excited to talk to you!

What will the Customer Experience Specialist do?
We’re looking for a Experience Specialist who is passionate about delivering efficient and accurate service and has experience in the commercial insurance space. We need someone who can deliver world-class customer service experiences while enhancing and improving customer account retention.   

Ensure customer satisfaction by anticipating agent or policyholder needs and helping achieve success through various products. It is this customer-focused, service-based mentality that we expect to drive every interaction from initial inquiry through account renewal with a constant eye toward identifying the best possible policy and risk practice for our customers.

• Hours: Monday-Friday 8:00am-5:00pm Central time zone
• Handle Policyholder and Agent Requests: Address and resolve policyholder and agent inquiries via phone, email, and form submissions related to policy changes, payment issues, and other insurance-related questions.
• Achieve First-Interaction Resolution: Strive for efficient and accurate resolution of inquiries during the first interaction to enhance customer satisfaction.
• Monitor and Respond to Voicemail: Manage the voicemail queue, ensuring timely and effective responses to all messages.
• Cross-Train for Versatility: Learn and perform various tasks across the Experience team’s responsibilities to provide support during peak periods and cover for absences.
• Engage in Ongoing Training: Participate in new hire training and continuous learning opportunities to stay updated on products, systems, and process changes.
• Build and Maintain Customer Relationships: Develop strong relationships with customers, understanding their needs, offering guidance, and recommending improvements for enhanced service.
• Meet Internal Service Level Agreements: Follow internal SLAs for customer inquiries and escalate issues to leadership when necessary to ensure service standards are met.
• Perform Additional Duties as Assigned: Complete other tasks as needed to support team and department objectives.

What we are looking for:  

• You have B.A. or B.S. degree or equivalent 
• 2+ years of experience in customer success, account management, or a related field 
• You hold a Property & Casualty Producer license in your home state and are open to pursuing licensing in all states within 45 days of hire 
• Knowledge of commercial insurance and compliance requirements 
• You’re a self-starter, passionate about creating simpler internal insurance operations procedures 
• Expertise with Microsoft Office products, specifically Excel, SharePoint, Power Automate  
• Strong interpersonal and communication skills, responsive to time-sensitive customer inquiries 
• Strong problem-solving skills and the ability to make decisions under pressure 
• Ability to analyze customer data and identify trends 
• Excellent organizational and time management skills 
• Ability to work in a fast-paced environment 

What will make you stand out:

• CISR or CIC designations  
• Salesforce experience
• Insurtech experience 

Our interview process:

Our hiring process generally consists of 3 phases. The goal is to provide an opportunity for us to learn more about our candidates while allowing them to get to know us as well!