Personal Lines Customer Care Specialist - Property & Casualty

Denver, CO
United States

Experience Required
Employment Type
Work Schedule

Job Description

Our licensed Customer Care Specialist is responsible and focused on managing the day-to-day on existing Property & Casualty insurance book of business. The goal is to proactively and efficiently manage existing clients from retention to adding new lines of coverage. This role will take approximately 30-50 calls per day and be responsible for some service and inbound sales and fulfillment.

The Customer Care Specialist serves as the primary contact and liaison with clients to ensure ongoing consistency. Our commitment to the clients is to provide positive and quality customer service in all areas and ensuring timely delivery and accurate work/service.

Candidate will be a self-starter, well organized, highly detailed, possess excellent written and verbal communication skills, and have a solid personal lines insurance knowledge base.

Core Duties

  • Deliver strong customer service by responding swiftly and managing inquiries, concerns and requests from incoming phone calls, emails, faxes, and mail from account managers / customers / prospects
  • Adapt to various insurance carrier rating websites
  • Solve problems quickly and effectively and implement solutions to meet the needs of customer / prospect
  • Forge relationships with customer / prospects and insurance carriers
  • Inform, educate, and make suggestions to customer / prospects about policy coverages, changes, exclusions, and insurance coverage needs
  • Proactively research and have detailed knowledge of current market conditions
  • Maintain knowledge and understanding of technology-based tools and solutions in support of personal lines business
  • Use analytical and critical thinking in work processes and communication skills
  • Maintain a paperless workflow
  • Maintain knowledge of various states insurance guidelines
  • Understand customer challenges and partner to find solutions
  • Identify and communicate to team leads any areas where efficiencies can be improved as well as various other elements of the department such as increasing revenue
  • Other duties as assigned

Minimum Requirements - Education & Experience

  • High School Diploma or Equivalent
  • 1 to 3+ years of Personal Lines Experience
  • Active Property & Casualty Insurance License

Knowledge, Skills and Abilities

  • Firm working knowledge of personal lines coverages and services
  • Experienced user of Agency Management System and Electronic Document Management
  • Be self-starter, creative, and problem solver
  • Must be detailed oriented and well organized
  • Superior organizational skills and time management
  • Excellent verbal and written communication skills
  • Accurate data entry and excellent typing skills
  • Excellent customer service skills
  • Must have excellent computer / internet skills as well as proficiency in using carrier websites and in Microsoft Outlook, Excel, and Word as well as Adobe

Working Conditions

  • Work from home
  • Minimum internet speed of 6 mbps download and 3 mbps upload
  • No Satellite


  • Competitive Salary / Benefits / PTO

Physical Requirements*

  • Constantly perform desk-based computer tasks
  • Frequent sitting
  • Occasionally stand/walk, writing by hand, use of telephone, lift/carry/push/pull objects that weigh 11-20 pounds
  • Sort/file paperwork, rarely twist/bend/stoop/squat

* Consistent with its obligations under the law, the Patra Corp will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.

Work Standards

  • Interpersonal Skills: Demonstrates the ability to work well with Patra colleagues and clients and with external organizations
  • Promotes Culture of Respect & Safety: Demonstrates commitment to personal responsibility and value for safety and respect; communicates concerns; uses and promotes safe respectful behaviors based on training and lessons learned
  • Subject to and expected to comply with all applicable Patra Corp policies and procedures