As a successful Customer Service Agent with Answer Financial, you’ll be the frontline contact for our customers, partners, and insurance carriers—handling both inbound and outbound communications. You'll process service requests, resolve policy inquiries, support field agents, and ensure all actions meet carrier, company, and state regulatory standards. Bilingual, English and Spanish encouraged to apply!

Answer Financial is an Allstate company with 25+ years in the industry and one of the nation's largest and longest running personal lines insurance agencies. We are 100% remote - work from home company.

Requirements for the position include the ability and desire to work one of the following shifts: Monday to Friday, 11:00am to 8:00pm Eastern, or 1:00pm to 10:00pm Eastern, all shifts require a Saturday monthly rotation.

Responsibilities

• Provides excellent customer service by responding promptly to all inbound calls, as well as service requests regarding insurance policies.
• Completes basic research related to customer queries and requests. If unable to resolve requests, identifies and engages appropriate departments, individuals, or escalation paths.
• Identifies, understands, and interprets customer needs to implement resolutions and make recommendations for coverage enhancements.
• Receive and resolve inquiries from/to customers and/or carriers and/or partners.
• Process customer/carrier/partner requests in a professional and timely manner.
• Provide follow-up on applications and/or additional paperwork with customers, carriers, and partners to ensure policies are issued on time and remain in force.
• Review and update Answer Financial and Carrier systems to accurately reflect changes to customer policies.
• Ensure Agency, Carrier and regulatory underwriting guidelines are followed.
• Exercise responsive and timely follow-up to customer inquiries to finalize and/or preserve the sale.
• Provide support to field agents who have questions related to Answer products, systems or services.
• Collaborate with appropriate team members to determine necessary strategic sales approaches.
• Ensure follow-up by passing leads to appropriate team members with calls-to-action, dates, and complete profile information, sources, etc.
• Enter new customer data and update changes to existing accounts in corporate database(s).
• Communicating with clients via text and email to complete Service requests.
• Focus on client retention and positive customer experience

Experience/Skills

• 1-2 years’ customer service experience in a call center environment - required.
• Excellent verbal and written communication skills.
• Strong customer service, problem solving and investigation skills. Take initiative, multi-task, be collaborative, and use sound judgment in decision making and problem solving.
• Ability to provide professional and winning customer experience.
• Ability to embrace change and make adjustment when necessary.
• Demonstrated ability to set and achieve goals.
• Successfully complete all product and/or skill-enhancement training.
• Demonstrated multi-tasking and proficiency of MS Office products (Outlook, Word, and Excel), internet, and other related computer applications.
• Work well independently and as part of a team.
• Ability to identify trends, present solutions for issues and/or opportunities for improvement.
• Ability to build effective working relationships with co-workers including peers and leaders.
• Flexibility with work schedules to meet the needs of customers and the business

Education/Certifications

• High school diploma or equivalent – required.
• College degree (preferred).
• Active Property and Casualty license – preferred.
• Pass and/or maintain required state licensing and carrier appointments – required.
• Bilingual, 100% proficiency in English and Spanish, verbal and written - required.

Additional Requirements

• Answer associates are required to have a distraction-free workspace.
• If you hold a Property & Casualty license, you are responsible for completing and covering the cost of all Continuing Education courses if required within 6 months of hire date. Candidates with a Personal Lines license will join an unlicensed paid training class, complete pre-licensing courses, and sit for and pass the resident state P&C license. Unlicensed? Due to state pre-licensing requirements and resident license processing we cannot hire you if you are unlicensed in certain states, however, we do provide the option of a licensing reimbursement if you obtain your P&C license on your own, and you are hired for a licensed training class. Our recruiters are happy to discuss this option with you in detail!
• Technical Requirements for Employment: **Highly stable, high-speed internet is required - you must have the ability to directly connect our equipment to your router via an ethernet cable. We do not support Wireless hotspots, satellite internet, or other wireless only services.

The compensation range for this role is a base hourly pay rate of $19.00 per hour. Note, Bilingual CS Agent is eligible for a 10% differential.

In addition to day one health benefits, we offer a Company matched 401(k) plan, generous paid time off, internet stipend, and much more!

Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

Answer Financial is an equal opportunity employer.