Customer Service Agent

Authentic helps insurance brokers create better insurance products for their clients. We provide the technology platform and behind-the-scenes support that lets brokers build custom insurance solutions for specific industries or customer groups. Think of us as the operating system that powers these specialized insurance offerings. For brokers, this means they can offer unique products their competitors don't have, earn more money, and spend less time on paperwork and administrative tasks. We handle the complex (technology, compliance, and partnerships with highly-rated insurance carriers), so they can focus on serving their customers and growing their business.About the JobThoughtful individuals who demonstrate skills that reflect a proactive and strategic approach to problem resolution. This position is an excellent opportunity toadvance quickly in the insurance industry. We support a diverse and inclusive atmosphere where everyone's individuality and the unique impact on the company is appreciated.Policy Consulting & ServicingSupport new business quoting and application processesProcess policy changes, endorsements, cancellations, and reinstatements accurately and efficientlyReview and explain policy documents, declarations pages, and coverage details in clear, plain languageSupport new business quoting and application processes in collaboration with underwritingBilling & Payment SupportAssist customers with billing inquiries, payment plan setup, and account reconciliationProcess payments, issue refunds, and resolve billing discrepancies in a timely mannerCommunicate upcoming renewals, premium changes, and payment due dates proactivelyCustomer Satisfaction & Relationship BuildingDeliver a consistently outstanding customer experience across all interactions — phone, email, and chatFollow up on open issues and ensure resolution to the customer's satisfactionGather and document customer feedback to surface trends and improvementopportunitiesBuild long-term relationships with policyholders and agent partners to drive retention and loyaltyEscalate complex or sensitive issues to senior staff with full context and recommended next stepsGeneral OperationsMaintain accurate and thorough records of all customer interactions in our CRM systemAdhere to state insurance regulations, compliance guidelines, and company policiesParticipate in ongoing training, team meetings, and quality assurance reviewsSupport cross-functional initiatives and collaborate with underwriting, claims, and billing teamsQualificationsProperty & Casualty insurance license preferred but not required. Must be open to a path towards licensingStrong communication skills (written and verbal) and a customer-first mindset.Organized and detail-oriented, with the ability to manage multiple tasks.Interest in automation, chatbots, or customer support technology.Comfortable using tech-forward toolingProactive learner eager to contribute to both customer-facing and internal initiatives.Prior customer service or client-facing experience is a plus.Enjoys interacting and learning from our customers (small businesses).Our (FTE) benefitsCompetitive salary, equity, and role trajectoryComprehensive health benefits for you and your family401(k) plan with company matchUnlimited PTOPaid parental leaveAbout AuthenticAuthentic is transforming how insurance is distributed. We design and power custom insurance programs, helping brokers and partners unlock better economics and deliver a modern, tech-enabled experience to their clients. We're a Series A company backed by top investors, including FirstMark Capital, Zigg Capital, Slow Ventures, Clocktower, Commerce Ventures, and Altai. We've grown 15x+ in the past year with a massive market opportunity ahead.Authentic is committed to building an inclusive working environment regardless of gender, sexual orientation, religion, ethnicity, race, education, age, or other personal characteristics. We believe that people do their best work when they can be themselves, and different perspectives and experiences make us stronger as a team. We're proud of the supportive and inclusive workplace we're building together and are always working to make it even better.