Customer Service Rep (Property & Casualty)

Company Overview FOCUS provides cloud-based, core administration solutions (FOCUS Tech) and services (FOCUS Insurance Services) for P&C insurance companies and MGAs. Using decades of industry experience, FOCUS is taking the risk out of insurtech for small, mid-size, and growth-focused insurance organizations. When you join FOCUS, you immediately become one of our most valued components – and we’re committed to investing in you. That means you can look beyond the paycheck and excellent benefits to an environment that will help you grow and achieve your professional goals through development and advancement opportunities and the support of our outstanding leaders and teammates. Job Summary: Deliver quality customer service by answering inbound calls or chats from clients and/or agents for all personal lines insurance policies including (but not limited to) answering policy questions, endorsement changes, cancellation requests, policy payments/billing questions, providing requested documentation Start Date: August 18, 2025 Duties/Responsibilities: Diagnosing customer requests at a foundational level, provide solutions and use a structured thought process to achieve results while balancing customers’ needs with company/carrier guidelines. Manage call metrics which include (but not limited to) call quality, average handle time, availability, hold times, as set by department standards. Prioritizes and manages workflow to ensure efficient, timely, and accurate process of transactions while adhering to the standard operating procedures. Develops successful customer relationships via the telephone and/or chat and ensures the highest level of customer service. Takes ownership of each call, handling until resolution is reached; includes follow-up as necessary to ensure the actions promised to the caller are completed. Utilizes knowledge of automated systems to review and issue non-premium bearing endorsements as well as answer questions, document conversations and document files. Requests additional documentation necessary for the processing of endorsements and cancellations. Communicates effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests. Reviews, organizes and forwards information to other areas for consideration. Assists agents with policy related questions and assists agents with system related questions. Education and/or Experience: Associate or bachelor’s degree from a four-year college or university, business degree preferred; or two (2) to four (4) years Agency experience in Personal Lines including homeowners and other lines; or equivalent combination of education and experience. Must have thorough knowledge of Property/Casualty Insurance operations and policy elements. Active 4-40 licenses are preferred but not required. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Why join the FOCUS Team? The FOCUS Difference: 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 This position is not able to be performed in California, Colorado, New York or Washington. EEO Team Focus Insurance Group is an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics. Disability Team Focus Insurance Group is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process, please contact our HR department at [email protected]. We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process. Note to applicant: It is unlawful in Massachusetts and Maryland to require or administer a lie detector test as a condition of employment or continued employment. Please know that our company does not use lie detector tests in our hiring process. We’re a leader in the space. We foster ongoing innovation. You get all the benefits of a growing and fast-paced company, while enjoying a very entrepreneurial culture. The team is really motivating. You’ll work with people who are as energetic, smart, and determined as you are. You’ll be managed by the best, too. Your work will be immediately impactful. You’ll be able to see your direct impact on our growth. You won’t be just another cog in the wheel. We embrace change. This is not where you'll find ‘predictable’. Our team wears many hats and has to go with the flow to deliver on our goals and get the job done. We are a team of collaborators. We work together to ensure the best possible solutions for our internal teams. It is common for us to get outside our swim lanes. Our environment provides continuous learning. Team members often have to branch out of their comfort zone. Taking ownership is an opportunity and we believe failures might lead to a better solution. Consisting of a team of talented, experienced, and trusted professionals that have been serving the property and casualty insurance industry for more than 75 years, Team Focus Insurance Group has a history of financial stability, growth through innovation, and constant progress. When you join Team Focus, you immediately become one of our most valued components. That means you can look past the paycheck and excellent benefits to an environment that will help you grow and accomplish your professional goals and objectives through teamwork. Our “3L” philosophy is designed to help all our team members: Learn something new every day; Laugh every day; and Love what you do and who you do it with. This philosophy makes for stronger individuals and, in turn, a stronger team. It also makes certain that Team Focus can deliver on a collaborative vision of being the best we can be for our customers, our partners, and our people. If you have an interest in joining a true team, one in which individual members thrive and build on the success of the whole, it’s time for us to talk. Apply tot his job Apply To this Job