Be the calm voice on the other end of the line, helping customers handle policy changes, payments, and billing questions without the runaround. If you’re sharp on the phone, steady under pressure, and love solving problems fast, this role keeps you busy in a good way.
About First Acceptance Insurance
First Acceptance Insurance provides auto insurance solutions and customer support designed to help drivers get coverage and service they can count on. The team focuses on clear communication, efficient resolution, and a professional customer experience.
Schedule
- Full-time, remote
- Office hours coverage: Monday–Friday, 6:00 AM–8:00 PM; Saturday, 8:00 AM–5:00 PM
- Must be able to work a flexible schedule within posted coverage hours
What You’ll Do
- Answer a high volume of calls and respond promptly to customer questions, invoice/payment requests, policy changes, and complaints
- Identify, research, and resolve issues using tools such as AS400, Salesforce, Mitel, Microsoft applications, and other internal resources
- Research billing issues with working knowledge of primary billing ledgers
- Process insurance endorsements (add/remove vehicles, update coverages, and other policy transactions)
- Take credit card and check payments accurately
- Provide product and service information and offer add-on products when appropriate
- Communicate clearly at the customer’s level of understanding and de-escalate concerns with empathy
- Follow up on unresolved inquiries and work toward one-call resolution while meeting performance goals and KPIs
- Complete other duties as assigned
What You Need
- High school diploma or equivalent
- Minimum 1 year of call center experience or 2 years of customer service experience
- Strong phone and soft skills (active listening, de-escalation, independent problem-solving)
- Ability to navigate multiple screens, databases, and data entry systems while staying engaged on calls
- Clear, concise written and verbal communication skills
- Basic Microsoft Office and Outlook skills; solid keyboarding/data entry ability
- Ability to secure and maintain a Property & Casualty Insurance License (must remain eligible in your state of employment)
- Ability to make adequate progress in pre-licensing training and pass the state exam within required timelines
- Bilingual English/Spanish preferred (strongly preferred if bilingual)
Benefits
- Company-paid pre-licensing course and state exam costs (covered by the company; treated as a loan and forgiven after one year of service, with certain state exceptions)
- Remote work opportunity
- Reasonable accommodations available for qualified individuals with disabilities
If you’re ready to step into a remote role where your voice, focus, and follow-through make a real impact, apply while this opening is still active.
Happy Hunting,
~Two Chicks…