Policyholder Services Representative I (Remote)

Description

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

As a Policyholder Services Representative I ("PHS Rep I") you will be responsible for responding to inbound customer service inquiries, complaints, and service requests in a professional and timely manner. This position is often the first contact with policyholders and/or their representatives requiring a commitment to client sensitivity, service, and guideline adherence. PHS Reps I spend 80% or more of their day responding to telephone and/or written inquiries from policyholders and/or their representatives. This position requires a willingness and ability to sustain the demands of a telephone support role within a collaborative team environment.

The PHS Rep I is responsible for: AIC and COF policy & benefits calls; process address changes, terminations due to death, PHI authorizations, 3rd parties, and SSN updates/requests.

Key Responsibilities

1. 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

2. 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
• Assist with document indexing; utilize identifiers such as policy number, claim number, etc. to accurately and efficiently attach document/s to a specific system file

3. 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 HIPAA privacy laws
• Ensure smooth transition of inquiry to appropriate department if/when necessary

4. Perform additional duties as assigned

This is a full-time, remote position.

Skills, knowledge & expertise

• Proven interpersonal, verbal, telephonic, and written communication skills with ability to type 35 wpm
• Must possess a high degree of tact, empathy, and professionalism when dealing with all customers
• Must utilize active listening skills with ability to ask appropriate questions to fully understand the need/s
• Effectively relay complex insurance information and policy language into basic understandable concepts
• Ability to apply learned principles to specific and unique circumstances
• Effectively respond to written communication utilizing proper grammar and punctuation
• Detail oriented with ability to work independently as well as part of a team
• Solid knowledge of Microsoft Office products with ability to learn new system applications quickly
• Ability to toggle between multiple screens while speaking with customers and documenting in the system
• Proactively provide creative and analytical recommendations to management for process and performance improvement

Equal Employment Opportunity & Legal Notices

Benefits

At Davies North America, we are dedicated to supporting the well‑being and future of our qualifying employees. Our comprehensive benefits package includes:

• Medical, dental, and vision plans to support your health and that of your family
• A 401(k) plan with employer matching
• Time‑off policies, including Discretionary Time Off (DTO) for exempt employees and Paid Time Off (PTO) for non‑exempt employees
• Paid holidays
• Life insurance and short‑term and long‑term disability coverage

Benefit offerings, eligibility, and required employer contributions may vary based on role, classification, and applicable federal, state, and local laws, including those tied to an employee's primary work location.

Where required by law, the Company provides paid sick leave, paid family and parental leave, and other mandated benefits in accordance with applicable state and local requirements.

Diversity and Inclusion

Davies is dedicated to fostering a diverse and inclusive workplace that embraces a wide range of perspectives and experiences. We believe that diversity of thought is essential for innovation and creativity, and we actively promote an environment where all voices are valued and heard.

Compensation Transparency:

The salary range listed reflects the full compensation band for this role across all locations. Actual compensation will be based on factors such as skills, experience, qualifications, and geographic location, which may impact the final offer. We share ranges to remain transparent and consistent with pay equity practices.

Background Check & Fair Chance Compliance

Any background check or review of criminal history, if applicable to the role, will be conducted only after a conditional offer of employment and in compliance with applicable federal, state, and local laws, including fair‑chance hiring requirements.

Massachusetts Notice

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

We do not use sites like Facebook, Craigslist, or Telegram to recruit or interview potential employees or contractors. If you have been asked to provide any information through any method other than our career portal, please email us at [email protected]

About Davies

We are a specialist professional services and technology firm, working in partnership with leading insurance, highly regulated and global businesses.

We help our clients to manage risk, operate their core business processes, transform and grow. We deliver professional services and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation & risk, customer experience, human capital, digital transformation & change management.

Our global team of more than 8,000 professionals operate across ten countries, including the UK & the U.S. Over the past ten years Davies has grown its annual revenues more than 20-fold, investing heavily in research & development, innovation & automation, colleague development, and client service. Today the group serves more than 1,500 insurance, financial services, public sector, and other highly regulated clients.