Customer Service Agent - Achieva Insurance Agency

Position

Summary

The Customer Service Agent provides outstanding customer service related to existing and new customers. The role serves as a key point of contact for our valued clients providing excellent service and guidance. This position manages retention and handles customer inquiries, processes policy changes while resolving issues promptly and accurately. This role requires a deep understanding of insurance products and policies, as well as strong communication and problem-solving skills.

Key

Responsibilities

Customer Service & Retention

• Maximize growth and client retention through superior customer service.
• Capture new business opportunities through account rounding and cross-selling efforts.
• Deliver exceptional customer service by responding in a professional and timely manner to client inquiries via phone, email or in person interactions.
• Provide accurate information about insurance products, coverage details, and policy changes, ensuring customers fully understand their options.
• Assist clients with policy renewals, payments, claims, and other related inquiries ensuring a positive customer experience throughout.
• Manage and resolve customer complaints or issues with empathy and a focus on customer satisfaction.

Organizational Engagement

• Represent the credit union with professionalism and courtesy in all interactions.
• Uphold the highest ethical standards in all interactions and responsibilities.
• Support leadership initiatives that position the credit union as a top employer.
• Participate in annual training or as required.
• Perform other essential functions as needed or assigned.
• Travel may be required on occasion.
• Work flexible hours including after hours, weekends and holidays, upon request or to meet member and business demands.

Requirements

Education and Experience

• Bachelor’s degree in business or equivalent combination of education and work experience.
• 3+ years’ insurance customer service experience.

Certifications

• Active Florida 2044 or 220 insurance license.
• Must have a valid Florida driver’s license and pass a background check.

Skills and Attributes

• Intermediate computer skills to include Microsoft Office Suite (Outlook, Word and Excel).
• Excellent time management, organization, and prioritization skills.
• Professional demeanor and appearance.
• Excellent communication skills, both verbal and written with the ability to convey information clearly and concisely.
• Outstanding interpersonal skills and the ability to build rapport and maintain professional relationships with clients and colleagues.
• Strong organization and time management abilities, with the capacity to multitask and prioritize responsibilities effectively.
• Ethical conduct and commitment to maintaining client confidentiality.
• Strong knowledge of insurance products policies and industry practices helpful.
• Ability to set up a home workstation and troubleshoot connectivity and technology in a hybrid work environment.

Physical Demands & Work Environment:

Achieva Credit Union is committed to providing equal employment opportunities to all individuals. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

This role operates in a flexible/hybrid environment which includes work from home, in-field visits, and time in an office setting at Corporate Headquarters and/or Achieva Branch. The role routinely uses standard office equipment such as computers, phones, and virtual meeting platforms. The employee must be able to remain in a stationary position for extended periods and communicate effectively via phone, video, and electronic messaging. The position may require extended periods of sitting or standing and occasional lifting of up to 25 pounds. Occasional travel to company offices or events will be required.

EEO Statement:

Achieva Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, qualified individual with a disability, or other protected status. Achieva participates in E-Verify.

A Note to Recruiting Partners: We appreciate your interest in partnering with Achieva Credit Union! Our People Team manages recruiting directly for our open positions. If we need additional recruiting support, we’ll reach out to our trusted partners directly. We kindly ask that agencies refrain from unsolicited calls, emails, resumes, or candidate submissions. Thank you for understanding and respecting our process!