Job Description:

The National Insurance Producer Registry (NIPR), an affiliate of the National Association of Insurance Commissioners (NAIC), is seeking a dedicated individual for the role of Customer Service Analyst I (CSA I). This is an exciting opportunity for someone who enjoys working in a stable organization that supports the public good and makes a difference every day. NIPR is a not-for-profit technology company that provides cost-effective, streamlined, and uniform licensing data and compliance services for insurance professionals. Together with the NAIC and the insurance industry, NIPR protects and serves insurance consumers. We are a licensing and compliance resource for insurance professionals, providing expertise, agile technical solutions, innovative tools, and data to support the changing needs of state regulators and the insurance industry.

NIPR is based in Kansas City, Missouri.  This is a full-time position which will allow a person to work remotely within the United States or hybrid in NIPR’s physical office space in Kansas City, MO.

The Customer Service Analyst I (CSA I) is a remote customer support position responsible for delivering exceptional service and first-level technical support for NIPR applications, products, and services. Through inbound phone calls, email, and chat communications, this role assists the insurance industry by researching inquiries, resolving issues, and providing accurate information. The CSA I utilizes a variety of tools and systems, including Salesforce, Omni Channel phone, and knowledge resources, to document service requests, troubleshoot concerns, and maintain compliant records. Success in this role requires strong communication skills, effective multitasking, critical thinking, attention to detail, and a commitment to professionalism, teamwork, and continuous learning. This position reports to the Manager of Customer Experience.

Key Responsibilities:

Provide Customer Support: Deliver first-level support for NIPR applications, products, and services through phone, email, and chat communications. Resolve customer inquiries accurately, professionally, and within established service expectations. 

Research and Resolve Issues: Analyze customer questions and technical issues, identify root causes, and provide solutions or escalate complex requests when appropriate. Resolve issues efficiently resulting in improved customer satisfaction and reduced repeat contacts.

Document Customer Interactions: Maintain complete and accurate records of customer communications, troubleshooting activities, resolutions, and follow-up actions in Salesforce. Ensure service records are current, thorough, and support effective issue tracking and knowledge sharing. 

Collaborate and Share Insights: Partner with internal teams to resolve customer concerns, identify service trends, and support continuous improvement efforts. Ensure information is effectively shared, contributing to improved processes, customer experience, and operational efficiency. 

Protect Confidential Information: Safeguard sensitive customer and company information by following security, privacy, and compliance requirements. Ensure confidential data remains secure, compliance standards are maintained, and potential security concerns are promptly reported and addressed.

Minimum Education and Experience:

• Associate degree (A.A.) from an accredited two-year college or technical school, or an equivalent combination of education and experience.
• Experience with insurance, licensing, compliance, or regulatory-related business environments. 
• Six months of customer service experience, including face-to-face and/or telephone support, required.
• One year of experience in a high-volume call center environment required.

Preferred Experience:

• Experience providing technical support, customer service, or contact center support. 
• Experience working in a remote or hybrid work environment and collaborating through digital communication tools.

Skills and Competencies:

Technical Skills

• Experience with Microsoft 365 Suite.
• Familiarity with customer relationship management (CRM) systems, databases, and business applications preferred.

Customer Service Skills

• Strong customer service mindset with the ability to professionally support a diverse customer base, including insurance producers, agencies, carriers, regulators, and internal stakeholders.

Research, Problem-Solving & Analytical Skills

• Strong reading comprehension skills with the ability to interpret technical documentation, business rules, regulatory information, policies, and procedures.

Communication & Collaboration

• Excellent verbal and written communication skills.
• Ability to explain technical or complex information in a clear, customer-friendly manner.

Professional Competencies

• High attention to detail and commitment to accuracy.
• Strong organizational and time management skills with the ability to manage multiple priorities.
• Demonstrated integrity, professionalism, and commitment to maintaining confidentiality.
• Ability to work independently while contributing to a collaborative, team-oriented culture.
• Adaptability and willingness to learn new systems, processes, products, and industry knowledge.

Travel:

Must be willing to travel occasionally for team meetings and in-person organizational events.

Compensation:

Offer range of $28.64/hour up to $31.94/hour, commensurate with experience and education.

Sponsorship:

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Why Work at NIPR?

• Remote work schedule
• 37.5-hour work week
• Tuition reimbursement
• Referral bonuses
• Choice of insurance plans
• Vacation buy-back
• Adoption assistance
• Parental leave
• Employee recognition programs
• Days off for community service
• Student loan repayment program

Interested in learning more about the amazing benefits NIPR offers? Please visit NIPR Jobs for more information.