Insurance Specialist

About the Role

Afni, Inc. is seeking customer-focused and detail-oriented Non-Licensed Insurance Service Representatives to join its growing team. In this role, you will serve as a primary point of contact for customers, providing support with policy inquiries, account maintenance, billing questions, and general insurance-related services. Representatives will focus on delivering an exceptional customer experience while assisting customers with service needs. This is an on-site position in Tucson, AZ.

Key Responsibilities

• Provide outstanding customer service through inbound phone interactions.
• Assist customers with policy servicing requests, policy updates, billing inquiries, and general questions.
• Explain insurance products, coverage information, and policy details within the scope of a non-licensed representative.
• Accurately document customer interactions and maintain detailed records in company systems.
• Research and resolve customer concerns while ensuring a positive customer experience.
• Navigate multiple systems simultaneously to access account information and complete transactions.
• Adhere to all company policies, compliance requirements, and quality standards.
• Identify opportunities to transfer customers to licensed agents when required.
• Meet performance expectations related to quality, productivity, attendance, and customer satisfaction.

Requirements & Tech Stack

• Exceptional communication and active listening skills, with the ability to build rapport and handle difficult situations professionally.
• Ability to navigate multiple systems and maintain a positive attitude under pressure.
• Quick-thinking problem solver.
• Self-motivated with a strong work ethic and effective time management.
• Sales-focused mindset: Proven ability to sell and upsell products/services while delivering excellent customer service.
• Proficiency with computers and the ability to navigate multiple applications.
• Ability to work in a structured environment while maintaining attention to detail.
• Call center environment, secure workspace, taking back-to-back calls working on a computer.
• Ability to work scheduled shifts, including occasional overtime based on business needs.
• Available for paid training (8 weeks training + 4 weeks transition).
• Available to work 8-hour shifts any day of the week (40 hours/week), including weekends and some holidays, between 7:30 am - 12:30 am EST.

Qualifications

• High school diploma or equivalent (GED accepted).
• Minimum 6 months of customer service experience.
• Preferred: Experience in a call center, contact center, healthcare, banking, retail, hospitality, or insurance environment.
• Preferred: Experience working with customer accounts, billing inquiries, or account maintenance.
• Preferred: Experience meeting quality and productivity goals.
• Must pass a background screening.
• Must be at least 18 years old.
• Must be legally permitted to work in the United States.

Compensation

• Insurance Service Specialists start at $17.00 per hour ($16.50/hour + $0.50/hour on-site differential).
• Top performers earn an additional $3 per hour with bonus.