Senior Associate

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS' core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

The P&C Licensed Customer Service Representative is responsible for delivering high-quality service to customers and agents by accurately handling inquiries related to property and casualty insurance policies and billing. This role requires active use of a valid P&C license to process policy changes, resolve service issues, and ensure compliance with regulatory and company guidelines.

The representative will manage inbound and outbound communications, document customer interactions, and provide timely, professional resolutions while maintaining a strong focus on accuracy, efficiency, and customer satisfaction. Success in this role requires solid insurance knowledge, attention to detail, and the ability to navigate multiple systems in a fast-paced service environment.

Responsibilities:

• Deliver a positive, knowledgeable, and professional service experience to customers and agents across all interactions.
• Handle a high volume of inbound and outbound calls (approximately 50 calls per day), efficiently resolving Property & Casualty policy and billing inquiries.
• Document customer interactions, policy updates, and resolutions accurately within internal systems.
• Meet or exceed performance expectations in a metrics-driven environment, including customer experience, quality, handle time, adherence, and productivity.
• Adhere to company policies, confidentiality standards, and security protocols to maintain a safe and compliant environment.
• Participate in required training, self-learning modules, and ongoing development to maintain licensure, product knowledge, and performance standards.
• Collaborate with supervisors and team members to review service trends, address customer issues, and support continuous improvement initiatives.
• Work effectively in a high-volume, phone-based environment, managing back-to-back calls, multiple systems, and potentially difficult or irate customers.
• Maintain a dedicated, quiet work-from-home environment free from distractions, ensuring readiness for remote work requirements.
• Active Property & Casualty (P&C) or Personal Lines Agent License in the resident state.
• Equivalent to a high school diploma or GED.
• Prior customer service or call center experience in a fast-paced, high-volume environment, handling back-to-back calls and navigating multiple systems.
• Ability to work flexible schedules within operating hours (7:00 AM-2:00 AM EST), including weekends, holidays, and accommodate schedule changes on short notice.
• Comfortable working in a metrics-driven environment with defined performance goals (CX scores, handle time, quality, adherence, and productivity).
• Ability to perform essential job duties with or without reasonable accommodation in a remote work setup.
• Access to a reliable internet connection and a quiet, dedicated workspace.
• Willingness to complete typing test (24 WPM / 80% accuracy) and other pre-employment assessments as part of the hiring process.

Compensation Disclosure

The starting base salary range for this position is $19 per hour and above. This represents the base pay range that we reasonably expect to offer for this position. Final compensation will be determined based on a variety of factors, including but not limited to the candidate's experience, education, skillset, and location.

In addition to base pay, this role may be eligible for performance-based bonuses, incentive pay, or commissions, which are not included in the listed base salary range. WNS complies with all applicable federal, state, and local pay transparency laws, including those in California, Colorado, New York, Washington, and Illinois. For complete compensation information, please refer to the job posting on our official careers page.

Benefits Overview Our benefits package includes (but is not limited to):

• Medical, dental, and vision insurance
• Paid time off (PTO), holidays, and sick leave
• 401(k) with company match or other retirement plan
• Life and AD&D Insurance
• Work from home
• Internet re-imbursement
• Employee Assistance Program

Equal Opportunity Employer Statement

WNS is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other status protected under federal, state, or local law. We also provide reasonable accommodations to individuals with disabilities and for sincerely held religious beliefs in all aspects of employment, including the application process.