Associate
Department:
Service Center
Typical Tenure for this Role:
1-3+ years
Role Overview
Role Description
The Service Center Associate plays a critical role in customer satisfaction and retention for our personal lines insurance customers. You will serve as a trusted guide, delivering exceptional service and support to clients on behalf of our independent agency partners. You'll maintain a thorough understanding of our core products, including auto, homeowners, and umbrella insurance, to help customers manage their policies and feel confident in their coverage.
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Note on Schedule: This is a full-time position. Operational hours are Monday–Friday, 8:00 AM to 7:00 PM. Shifts may be flexible based on departmental needs.
Key Skills & Competencies
Successful Associates demonstrate a strong foundation in service, professional development, and core competencies:
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Communication: Communicate effectively and clearly with both customers and colleagues.
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Problem Solving: Diagnose customer issues, reflect on challenges, and leverage available resources to find solutions within the scope of responsibility.
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Sales Aptitude: Ability to build strong rapport and proactively find opportunities to enhance a customer's policy or coverage.
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Responsibility & Visibility: High focus on professional development, active participation in team stand-ups, and a commitment to continuous learning.
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Mentoring & Coaching: Focused on "Leading Self"—demonstrating professional growth and accountability.
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Key Daily Tasks: Managing phone objectives, endorsement and email processing, quoting, policy billing, and reinstatements.
KPIs
Performance is measured by a balance of customer service quality, value creation, and availability:
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CSAT: 83%
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VALADD: 14%
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Available %: 65%
Role Development
Learning and Development
P&C Producer License: Highly preferred at hire. Required within the first 90 days of employment to maintain the role.
Additional insurance licensure, such as CIC, CISR, or CPCU, is a bonus for career growth.
Guidelines for Promotion into this Role
Advancement is based on consistently meeting or exceeding performance goals, demonstrating an eagerness for professional development, and showing the skill and desire to take on additional responsibility. The most common next step is the Service Center Specialist I role.
Beyond this Role
Common Next Roles
Similar Roles
Coming soon!