Service Associate (Hybrid)

Who is Cover Whale?

Cover Whale improves road safety by combining the insurance products we sell with our data-driven driver coaching and safety program. Our safety program is proven to save lives while delivering better insurance for our drivers.

We provide easy insurance options for our drivers at industry-leading insurance loss ratios for the insurance companies that support Cover Whale. The Commercial Auto and Trucking segment of the insurance industry badly needs our help and so do the hard-working drivers who have been struggling with ever-increasing insurance costs year after year. Join us in the mission!

For more information, please visit our website at www.coverwhale.com

The Role

This role provides an excellent foundation for a successful Cover Whale career. In this role, you will play a crucial part in assisting our agency partners and policyholders with a variety of complex needs including product support, billing inquiries, quoting, policy changes, renewal, and cancellation requests.

This is a critical, customer-facing role where you will engage with our customers over the phone, email, and live chat to problem solve while delivering a world-class service experience.

Responsibilities:

• Problem-solving with customers on issues of all complexities. Address questions related to pricing, premiums, policy status, and other policy questions.
• Multi-task: respond to calls, emails, and chats from agents, policyholders, or other partners accurately and within established timelines.
• Review and process applications and/or policy changes according to established underwriting guidelines.
• Perform premium breakdowns and electronically and/or manually calculate rates and determine eligibility based on selected coverage.
• Process endorsements, and facilitate the handling of filings, forms, and cancellation letters.
• Facilitate renewals through cultivating relationships with agency partners with world-class service.
• Guide/Educate agents through the quoting platform, on Underwriting Guidelines, and other Cover Whale resources.
• Become knowledgeable about Cover Whale products and technology, while contributing suggestions for continuous improvement to processes and policies.
• Become proficient in different processes outlined by various departments such as Loss Control, Billing, Underwriting, Retention, and Claims.
• Continuously expand individual knowledge base to deepen understanding of company offerings, industry terminology and trends, and emerging customer needs as we grow. 

Requirements

Education and Experience:

• Bachelor’s degree from an accredited college or university;
• 3+ years of insurance experience is required.

Must-Have Skills/Abilities:

• Ability to come into the office 4 times per week (Lower Manhattan area)
• Superior customer service and communication skills. You need to be a competent writer with the ability to explain complex topics in easy-to-understand language.
• Address diverse customer inquiries independently using sound logic, product knowledge, and established company guidelines.
• Make sound judgments autonomously while understanding when to tap into the company’s resources or elevate more complex matters. 
• Experience utilizing business applications like Zendesk, HubSpot, Slack, or Excel, with an overall strong technical aptitude.
• Analyze customer issues and questions to uncover root causes and quickly determine appropriate solutions or escalation paths.
• Be resilient, eager to learn, adaptable, and have experience working in a startup environment.
• Spanish fluency is a bonus, but not required.

Benefits

Compensation:

The salary range is $64,000-$72,000K. Base pay will be determined on an individualized basis and is only part of the total compensation package, which, depending on the position, may also include discretionary bonus and other Cover Whale-sponsored benefits.

Perks/Benefits:

• Health/Dental/Vision
• Life/Disability
• Employee Assistance Program
• Flexible Vacation Policy
• 401k – Employer Match
• Parental Leave.

Cover Whale works to maintain the best possible environment for our employees, where individuals can learn and grow with the company. We strive to provide a collaborative environment where each person feels encouraged to contribute to their processes, decisions, planning, and culture.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.