Note: The job is a remote job and is open to candidates in USA. FOCUS provides cloud-based solutions for P&C insurance companies and is seeking a Customer Service- Commercial Lines (P&C) professional. This role involves delivering high-quality service to insureds and agents, managing a variety of servicing functions, and ensuring compliance and operational efficiency in workers’ compensation accounts.
Responsibilities
- Receive and manage a high volume of incoming calls, emails, chats, and service tasks related to workers’ compensation policies, including:
- Policy document and endorsement requests
- Complex billing inquiries and audit-related questions
- Renewal reviews and policy status updates
- Claims inquiries by directing customers to the appropriate claims resources and adjuster contacts
- Cancellation and reinstatement inquiries
- Communicate professionally and effectively with insureds, agents, and underwriting partners to:
- Confirm renewal processing and binding status
- Provide timely billing, audit, and service request updates
- Review potential cancellations and explain policy status
- Address general workers’ compensation coverage questions within authority
- Support agents by preparing policy documentation, coordinating service requests, and managing service needs for both voluntary and assigned risk policies, ensuring a consistent, high-quality customer and agent experience
- Process and manage workers’ compensation policies, including new business, renewals, voluntary, and assigned risk accounts, ensuring accuracy, completeness, and timely delivery to policyholders and agents
- Review policy information for correctness, including payroll, classifications, billing setup, and endorsements, and resolve discrepancies as needed
- Maintain thorough and compliant documentation of all servicing activity, ensuring clear audit trails and adherence to regulatory and service standards
- Proactively follow up on outstanding items, coordinating across teams as needed to ensure all service requests are resolved within established timelines while effectively managing multiple priorities
- Ensure all workers’ compensation servicing activities (including voluntary and assigned risk policies) are completed in accordance with regulatory requirements, carrier guidelines, and internal service standards
- Maintain high quality and accuracy across calls, chats, emails, and task processing while effectively multi-tasking and prioritizing competing requests
- Identify trends, recurring issues, or process gaps and escalate appropriately to support continuous improvement
- Actively participate in training, updates, and cross-functional collaboration to remain current on product knowledge, billing practices, audits, and service expectations
- Assist callers with claims-related inquiries by providing adjuster contact information and directing them to available resources for claim status and bill payment
- Document claim-related inquiries and guidance provided, ensuring accurate records and timely communication as needed
Skills
- 3–5 years of progressive experience within the workers' compensation insurance industry
- Prior call center and or high-volume customer service experience is a plus
- Experience handling customer inquiries via chat, providing timely, accurate, and professional responses while maintaining engagement and service quality
- Must have Commercial Lines experience
- Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- Experience with management systems such as ImageRight or similar platforms
- Ability to operate office equipment: scanners, copiers, fax machines, calculators
- Owns outcomes and meets expectations with integrity
- Acts promptly and professionally to resolve client needs and improve satisfaction
- Communicates clearly in verbal and written formats
- Gathers relevant information and proposes practical, timely solutions
- Understands and applies technical knowledge of P&C insurance in client-facing discussions
- Applies consultative selling and identifies opportunities to offer additional value
- Manages multiple priorities in a fast-paced environment while meeting deadlines
- Exhibits respect, tact, and accountability under pressure
- Fosters collaboration and assists team members as needed
- Bilingual (English/Spanish) preferred
Benefits
- Medical, Dental, Vision, Life, Pet; Flexible Spending Account
- Competitive Salaries
- 401K Match
- Work-Life Balance: Personal Days, PTO Days, 12 Paid Holidays, Two Paid Days for Volunteer Service, Paid Parental Leave
- Short and Long-Term Disability
- Employee Support Programs, Including Mental Health
- Tuition Reimbursement
- Matching Charitable Gift Program
- Lucrative Referral Program
- Commuter Benefits
- Flexibility: Remote and Hybrid Opportunities Available
Company Overview
We're In The Business Of What Ought To Be The business of doing, creating, and building the world the way we see fit. It was founded in 1997, and is headquartered in Chicago, Illinois, USA, with a workforce of 1001-5000 employees. Its website is https://www.peak6.com.