Customer Service Agent

Position Title: Customer Service Agent

Department: Customer Experience

Reports To: Call Center Manager

Job Type: Full-Time, Hourly

FLSA Status: Non-Exempt

Overview:

The Customer Service Agent is an entry-level role into the overall Customer Service group within One Inc. The agents are responsible for making payments to Insurance Carriers on behalf of Banks for escrow payments on mortgages. These payments can be made utilizing our own software to generate a payment and then applying that payment via Carrier website, automated phone system, or through phone conversations with Carrier Customer Service. Success in this role can lead to Customer Service Representative roles with added responsibility.

Key Responsibilities:

• Interface with a CRM-based software UI to update payment status
• Escalate issues to team leads as soon as they are realized
• Make payments via web portal
• Make payments via automated payment processing phone system
• Make payments via conversation with Customer Service Reps at Carriers
• Keep track of workload and progress each day

Skills & Abilities:

• Pleasant, calm demeanor on the phones
• Ability to speak confidently
• Excellent command of the spoken English language

Education & Experience:

• High School Diploma or a minimum of three (3) years in a similar role

Desired Traits:

Growth Mindset, Problem Solver, Demonstrates Ethical Behavior, Leverages Resources, Strong Drive, True Team Player, Supportive & Adaptable to Change, Commitment to Personal & Professional Development

Physical Demands:

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Environment:

Standard indoor office setting; exposure to computer screens

Physical:

Requires repetitive motion. Substantial movements/motions of the wrists, hands, and/or fingers. Sufficient mobility to work in an office setting; stand or sit for prolonged periods of time; operate office equipment including use of a computer keyboard, mouse, scanner and other tools as needed

Vision:

See in the normal vision range with or without correction; vision sufficient to read computer screens and printed documents

Hearing:

Ability to hear in the normal audio range with or without corrections

Company Profile:

At One Inc, we empower insurers to meet policyholder expectations with choice, control, convenience, and continuity. Our mission is simple: to make every payment a promise kept.

The One Inc Insurance Payments Network seamlessly integrates multi-channel digital communications with inbound payment processing and outbound disbursement, delivering a frictionless experience for both premiums and claim payments. With over $120 billion in annual payments volume, we are proud to serve more than 300 insurance carriers, helping them honor their commitments instantly and securely.

Headquartered in Folsom, CA, One Inc offers competitive salaries, comprehensive benefits - including medical, dental, and vision insurance - a 401(k) plan, and a strong commitment to work-life balance. We believe in growing from within, promoting opportunities for career advancement across our team of 1,200+ dedicated "Onesters."

Join us in building the infrastructure that fulfills the promise of insurance.

One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.