Policyholder Services Representative I (Remote)

Our Story Imagine being part of a team that’s not just shaping the future but actively driving it. At Davies North America , we’re at the forefront of innovation and excellence, blending cutting-edge technology with top-tier professional services. As a vital part of the global Davies Group, we help businesses navigate risk, optimize operations, and spearhead transformation in the insurance and regulated sectors.

What's in Store We are on the lookout for experienced Policyholder Services Representatives who will be responsible for responding to inbound customer service inquiries, complaints, and service requests in a professional and timely manner. You will be the first point of contact with policyholders and their representatives which requires a commitment to client sensitivity, service, and guideline adherence. Policyholder Client Service Representatives spend 80% or more of their day responding to telephone and/or written inquiries from policyholders and/or their representatives.

You must possess a high level of empathy, have superb verbal and written skills, and be proactive, independent, and take initiative. This position also requires a willingness and ability to sustain the demands of a telephone support role within a collaborative team environment. Provide exceptional customer service in a phone support role Empathetically assist policyholders and/or their representatives by providing information on highly individualized policy inquiries Utilize excellent oral and written skills to communicate with policyholders and/or their representatives by telephone and in writing, as well as with internal co-workers Identify needs of caller utilizing active listening skills; professionally and appropriately respond to inquiries meeting department’s established guidelines, policies, and procedures Complete document processing in an efficient and effective manner Update and change customer contact and policy information with accuracy Respond to all written inquiries, communicating clearly and with proper grammar Meet or exceed all established minimum expectations/metrics and goals for the position Meet or exceed standards for productivity and quality as established for the role Appropriately process all confidential information abiding by Health Insurance Portability and Accountability Act (HIPAA) privacy laws Ensure smooth transition of inquiry to appropriate department if/when necessary Support company values of We are Dynamic, We are Innovative, We are Connected, and We Succeed Together Perform other duties as assigned This is a full-time, home-based position.

Benefits

At Davies North America, we are dedicated to supporting the well‑being and future of our qualifying employees.