[Remote] Customer Service- Commercial Lines (PandC)

Note: The job is a remote job and is open to candidates in USA. FOCUS is a company that provides cloud-based administration solutions for P&C insurance companies. They are seeking a Customer Service- Commercial Lines (P&C) professional who will provide high-quality service to insureds and agents while managing various servicing functions for workers’ compensation accounts.ResponsibilitiesReceive and manage a high volume of incoming calls, emails, chats, and service tasks related to workers’ compensation policies, including:Policy document and endorsement requestsComplex billing inquiries and audit-related questionsRenewal reviews and policy status updatesClaims inquiries by directing customers to the appropriate claims resources and adjuster contactsCancellation and reinstatement inquiriesCommunicate professionally and effectively with insureds, agents, and underwriting partners to:Confirm renewal processing and binding statusProvide timely billing, audit, and service request updatesReview potential cancellations and explain policy statusAddress general workers’ compensation coverage questions within authoritySupport 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 experienceProcess and manage workers’ compensation policies, including new business, renewals, voluntary, and assigned risk accounts, ensuring accuracy, completeness, and timely delivery to policyholders and agentsReview policy information for correctness, including payroll, classifications, billing setup, and endorsements, and resolve discrepancies as neededMaintain thorough and compliant documentation of all servicing activity, ensuring clear audit trails and adherence to regulatory and service standardsProactively follow up on outstanding items, coordinating across teams as needed to ensure all service requests are resolved within established timelines while effectively managing multiple prioritiesEnsure all workers’ compensation servicing activities (including voluntary and assigned risk policies) are completed in accordance with regulatory requirements, carrier guidelines, and internal service standardsMaintain high quality and accuracy across calls, chats, emails, and task processing while effectively multi-tasking and prioritizing competing requestsIdentify trends, recurring issues, or process gaps and escalate appropriately to support continuous improvementActively participate in training, updates, and cross-functional collaboration to remain current on product knowledge, billing practices, audits, and service expectationsAssist callers with claims-related inquiries by providing adjuster contact information and directing them to available resources for claim status and bill paymentDocument claim-related inquiries and guidance provided, ensuring accurate records and timely communication as neededSkills3–5 years of progressive experience within the workers' compensation insurance industryPrior call center and or high-volume customer service experience is a plusExperience handling customer inquiries via chat, providing timely, accurate, and professional responses while maintaining engagement and service qualityMust have Commercial Lines experienceProficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)Experience with management systems such as ImageRight or similar platformsAbility to operate office equipment: scanners, copiers, fax machines, calculatorsAccountability: Owns outcomes and meets expectations with integrityClient Service Orientation: Acts promptly and professionally to resolve client needs and improve satisfactionCommunication: Communicates clearly in verbal and written formatsProblem Solving: Gathers relevant information and proposes practical, timely solutionsTechnical Acumen: Understands and applies technical knowledge of P&C insurance in client-facing discussionsSales Insight: Applies consultative selling and identifies opportunities to offer additional valueOrganization: Manages multiple priorities in a fast-paced environment while meeting deadlinesProfessionalism: Exhibits respect, tact, and accountability under pressureTeam Support: Fosters collaboration and assists team members as neededBilingual (English/Spanish) preferredBenefitsMedical, Dental, Vision, Life, Pet; Flexible Spending AccountCompetitive Salaries401K MatchWork-Life Balance: Personal Days, PTO Days, 12 Paid Holidays, Two Paid Days for Volunteer Service, Paid Parental LeaveShort and Long-Term DisabilityEmployee Support Programs, Including Mental HealthTuition ReimbursementMatching Charitable Gift ProgramLucrative Referral ProgramCommuter BenefitsFlexibility: Remote and Hybrid Opportunities AvailableCompany OverviewWe'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.