About Coterie Applications Inc.
Our HQ is in Blue Ash, Ohio (4455 Carver Woods Dr, Blue Ash, OH 45242), but we operate as a 100% digital business which makes it easy to work remotely as your role allows
Coterie is a business insurance startup that distributes flexible-term policies on our website and partner platforms. We value integrity, humility, passion, and intelligence. If you want to push yourself, promote social good, and re-shape a $200B+ market, we’re excited to talk to you.
What will the Customer Experience Specialist Do?
We’re looking for a Customer Experience Specialist who is passionate about delivering efficient and accurate service and has experience in the commercial insurance space. We need someone who can deliver world-class customer service experiences while enhancing and improving customer account retention.
- Hours Needed: Monday-Friday 8:00am-5:00pmEST. Holiday coverage may be needed and will be compensated at time and half pay. Training will be Monday-Friday for the first 4 weeks and then schedules will adjust to the shift confirmed above.
- Respond to policyholder requests via call, chat, and text interactions regarding policy changes, coverage questions, payment or billing inquiries, claims questions, first notice of loss, or any other policyholder inquiries
- Respond to policyholder requests via email or form submission regarding policy changes, coverage questions, payment or billing inquiries, claims questions, or any other policyholder inquiries
- Focus on first interaction resolution, while ensuring that policyholders inquiries are resolved efficiently and accurately Monitor voicemail queue and ensure prompt responses
- Cross-train on all duties in the Customer Experience team suite of responsibilities to cover for times of high volume and PTO
- Fully engage in training at new hire and continually thereafter to ensure you are current on all product offerings, systems, and processing changes
- Develop, maintain, and manage strong relationships with customers to understand their needs and provide guidance and support making recommendations for improvement when necessary
- Ensure customer satisfaction by anticipating customer needs and helping achieve success through various products. It is this customer-focused, service-based mentality that we expect to drive every interaction from initial inquiry through account renewal with a constant eye toward identifying the best possible policy and risk practice for our customers.
- Analyze customer data to identify trends and areas for improvement
- Adhere to all state laws and regulations regarding insurance agents (licensing, continuing education etc.)
- Adhere to all internal service level agreements to customer inquiries and escalate as needed
- Other duties as assigned
Superpowers we are looking for!
- You have B.A. or B.S. degree or equivalent
- 2+ years of experience in customer success, account management, or a related field
- You hold a Property & Casualty Producer license in your home state and are open to pursuing licensing in all states within 60 days of hire
- Knowledge of commercial insurance and compliance requirements
- You’re a self-starter, passionate about creating simpler internal insurance operations procedures
- Expertise with Microsoft Office products, specifically Excel, SharePoint, Power Automate
- Strong interpersonal and communication skills, responsive to time-sensitive customer inquiries
- Strong problem-solving skills and the ability to make decisions under pressure
- Ability to analyze customer data and identify trends
- Excellent organizational and time management skills
- Ability to work in a fast-paced environment
Extras that are awesome but not required!
- CISR or CIC designations
- Salesforce experience
- Insurtech experience
What to expect!
Our hiring process generally consists of 3 phases.
- Phase 1: Qualified candidates will first meet with HR for a phone interview. This discussion is a high-level conversation to understand more about your background and interests and for us to share more about Coterie and the position.
- Phase 2: Selected candidates will then meet our Hiring Manager for the 2nd interview via Teams video. This interview is designed to be more detail oriented and allows you to learn more about the role
- Phase 3: Top candidates will receive an invite for our final interview series via Teams video. This series will include an experiential exercise project (provided in advance), 1:1 interviews with selected team members and a culture focused interview. The final series is roughly 1.5-3 hours in total but can be scheduled over a few days for flexibility.
What's in it for you?
Coterie has excellent benefits for all full-time employees. We offer the following:
- 100% remote.
- Health insurance through Aetna (we pay 100% of premiums).
- Dental and vision insurance through Guardian (we pay 100% of premiums).
- Basic life insurance (we pay 100% of premiums).
- Access to flexible spending account (FSA) or health savings account (HSA) (for those using HSA eligible plans).
- 401K plan (up 4% match with immediate vest).
- Unlimited PTO and company paid holidays. We expect you to take at least 80 hours during the year not including paid holidays: New Year’s Eve, New Year’s Day, Independence Day, Memorial Day, Juneteenth, Labor Day, Thanksgiving Day, Black Friday, Christmas Eve, Christmas Day. We also encourage the celebration of personal holidays and important family events.
- Continuing education stipend.
- A culture with a deep belief in intentionality, inclusion, and treating you like the professional you are.
- Formalized, universal mentorship via Coterie Core-Coaching program.
- The salary for this position is 60,000 annual, paid hourly. Salary is based on internal equity; internal salary ranges; market data/ranges; applicant’s skills; prior relevant experience; degrees or certifications, etc.
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