Policy Service Agent I

Job Description:

• Provide customer service to customers through inbound and outbound calls
• Service and assist with existing Private Passenger Automobile, Homeowner, and Commercial policies
• Complete applications and processes to address customer concerns and inquiries
• Collect customer information, evaluate risks, and address individual insurance needs
• Counsel customers on coverage and quote additional lines of business
• Audit and follow up with customers on applications, open issues, and policy changes
• Provide policy verification as needed
• Service and maintain existing accounts by phone across multiple carriers and states
• Quote, cross-sell, and up-sell insurance products
• Handle policy inquiries and changes
• Interact with Underwriters to answer questions and resolve complex underwriting policy issues
• Resolve general billing inquiries and process basic payments
• Complete assigned project work independently and in a timely manner

Requirements:

• High School diploma or its equivalent
• Active Resident General Lines Property & Casualty (P&C) license required
• Must be eligible to obtain licensing in all states
• Ability to obtain an appropriate P&C equivalent license in other Mercury states as required
• 2 years of directly-related Property & Casualty Insurance experience in a call center and/or customer service environment
• Knowledge of customer service skills/customer-focused sales; strong persuasive ability required
• Extensive knowledge of state-specific underwriting guidelines and Mercury’s underwriting protocols
• Broad knowledge of Company policies and procedures
• Proficiency in Microsoft applications (Word, Excel, Outlook, etc.) and internal computer systems and applications
• Strong attention to detail and excellent organizational skills
• Strong written and verbal communication skills
• Strong technical skills
• Strong customer service skills
• Ability to work in a fast-paced environment, multitask, prioritize workflow, and organize communications
• Ability to analyze customer needs, problem solve, and make sound business decisions
• Dedicated, quiet workspace
• High-speed internet via reliable provider
• Ability to attend virtual meetings and training sessions
• Bi-lingual (Spanish) preferred, but not required
• Bachelor's degree a plus
• Mercury Insurance Group experience a plus

Benefits:

• Competitive compensation
• Flexibility to work from anywhere in the United States for most positions
• Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours)
• Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)
• Medical, dental, vision, life, and pet insurance
• 401 (k) retirement savings plan with company match
• Engaging work environment
• Promotional opportunities
• Education assistance
• Professional and personal development opportunities
• Company recognition program
• Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more