Contact Center Specialist- Broker & Policy Holder Relations

The work we do has an impact on millions of lives, and you can be a part of it.

We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

The Broker & Policy Holder Contact Center Specialist plays a crucial role in delivering outstanding customer service to brokers and policyholders. This position involves addressing inquiries, resolving complex issues, and ensuring an exceptional service experience through effective communication and timely resolutions.

As a trusted liaison between brokers, policyholders, and internal teams, the Representative handles inquiries related to policy details, claims, account management, and product offerings. This role requires a deep understanding of the insurance industry, a solution-oriented mindset, and a commitment to providing accurate, reliable service. The focus is on fostering long-term relationships and enhancing customer satisfaction.

Key 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.

Skills and Abilities:

• Strong verbal and written communication skills, with the ability to articulate complex information clearly and concisely.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and CRM software.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Excellent problem-solving skills, with the ability to think critically, analyze data, and make informed decisions.
• Strong team player, capable of working well in a collaborative environment and fostering positive relationships with internal teams, brokers, and customers.
• Ability to handle sensitive customer information with discretion and maintain strict confidentiality in accordance with company policies and regulatory requirements.
• In-depth knowledge of insurance policies, products, and processes, with the ability to quickly learn and apply complex insurance concepts and regulatory requirements.
• Customer-focused mindset, with a commitment to delivering personalized, empathetic service and building lasting relationships.
• Bilingual proficiency (e.g., English/Spanish) is a plus, allowing for expanded customer engagement and support.
• Demonstrated ability to lead by example, mentor peers, and support a positive team culture in a customer service environment.

Education & Experience

• High School Diploma or equivalent required.
• Associate’s or Bachelor’s degree in Business Administration, Finance, or a related field is preferred. Relevant certifications in insurance or customer service are a plus.
• Minimum of 1-3 years of customer service experience, with a strong preference for candidates with experience in the insurance or financial services industry. Previous experience working with brokers and policyholders or in a call center environment is highly desirable.
• Solid understanding of Disability Leave & Benefits policies, products, and processes is highly preferred.

Schedule Details

• The hours of operation for this role will be M-F, 9am-5:30pm EST.
• This role will start in the New York office located at 1225 Franklin Avenue, Garden City with potential to go hybrid (2-days in office; 3-days work from home) following training and once meeting performance expectations.

#IND123 #LI-EH1

We aim to protect our employees' wellbeing through a broad benefits offering. For example, we protect physical wellbeing through health, dental and vision insurance. We protect mental wellbeing through mental health benefits and an employee assistance program. We protect time away from work with a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). We protect financial wellbeing through contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.

Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.

Diversity and Inclusion:

At Protective, we are committed to providing an inclusive culture where all employees are able to fully contribute and thrive. Our goal is to grow and develop our people, attract diverse talent and support strong, diverse communities.

We support diversity, equity, and inclusion by working to develop a culture of inclusion and belonging led by leaders who develop potential and embrace all skills and abilities. Our aim is to create an equitable environment for all leaders and employees that will drive performance and impact business strategy. In this way, we can increase overall diversity for leadership roles and pipelines of talent by maturing our hiring practices, robust development opportunities and focus on retention of key talent.

We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing the talents of a diverse and inclusive workforce.

If you require an accommodation to complete the application and recruitment process due to a disability, please email [email protected] information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.

Please note that the above email is solely for individuals with disabilities requesting an accommodation. General employment questions should not be sent through this process.