Job Description

The Customer Service Representative (CSR) provides exceptional service to insureds, carriers, and partners by responding to inquiries and resolving issues related to coverage, claims, billing, and account information. The CSR handles both inbound and outbound customer interactions to ensure needs are met accurately, efficiently, and with empathy. This role contributes directly to customer satisfaction, retention, and the overall success of the Affinity Customer Service team. Collaboration, teamwork, and strong communication within the team are key to success.

Your Impact:

• Respond to inbound calls, emails, and other inquiries from customers and carriers in a professional, courteous, and timely manner.

• Place outbound calls as needed to follow up on customer inquiries, resolve outstanding issues, or provide updates.

• Maintain accurate and complete customer service notes and documentation in the CRM system.

• Process client requests, policy changes, and updates received via phone, mail, or email.

• Identify opportunities for process improvement and communicate recurring issues or suggestions to the Team Lead or Supervisor.

• Follow established procedures to ensure compliance with company, client, and regulatory requirements, including HIPAA.

• Meet or exceed individual performance goals related to SLA, quality, and customer satisfaction.

• Participate in ongoing training to maintain up-to-date knowledge of products, procedures, and systems.

• Collaborate effectively within the team by sharing information, assisting peers, and contributing to a supportive and communicative environment.

• Support departmental initiatives, quality reviews, and process enhancements.

• Uphold a positive and professional demeanor that reflects the organization’s customer-centric culture.

Successful Candidates Will Have:

• High School diploma or equivalent with 1 to 2 years of customer service experience ideally in a call center or similar environment.

• Strong technical aptitude with ability to manage and transition between multiple systems, applications, and communication channels throughout the workday.

• Insurance, healthcare, or financial services industry experience preferred.

• Life & Health license (IL) preferred but not required.

One80 Intermediaries is part of Arrowhead Intermediaries, a global insurance distribution platform that offers deep specialization, scale, and innovation across wholesale brokerage, program administration, and specialty insurance. With more than 7,000 professionals worldwide and a collective portfolio exceeding $18 billion in premium placed in 2024, our combined organization delivers a diverse trading platform for insurance carriers as well as expanded access and niche solutions for brokers and customers navigating complex and hard-to-place risks. The platform combines entrepreneurial culture with operational excellence to deliver tailored solutions and long-term value across the insurance ecosystem. For more information, please visit one80.com.

Pay Range:

$17.50 - $17.50 Hourly

The pay range provided above is made in good faith and based on our lowest and highest annual salary or hourly rate paid for the role and takes into account years of experience required, geography, and/or budget for this role.

One80 Intermediaries is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

Learn more about working at One80 Intermediaries by visiting our careers page: www.one80.com/careers

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Brown & Brown does not accept unsolicited resumes from external recruiters, recruitment vendors or employment agencies (“Recruiting Vendors”). Recruiting Vendors must have a valid written agreement and receive prior written authorization from an authorized Brown & Brown representative before submitting candidates for any publicly posted role. Any unsolicited resumes submitted to Brown & Brown or its employees become the property of Brown & Brown, and no fees will be paid for such submissions. Additional information regarding this policy can be found on our careers page.