Customer Experience Manager (CEM - Commercial Auto))

JOIN THE ASSURANCEAMERICA TEAM 

Do you want to be part of an organization where you are valued, and your ideas and opinions have an impact? Join the AssuranceAmerica team. For more than 25 years, AssuranceAmerica has provided superior property and casualty insurance products through contracted independent agents and directly to customers. Our team succeeds through a diversity of thought, experiences, skills, and backgrounds. 

Job Description  

Customer oriented professional responsible for handling inbound calls from insureds, and agents; assisting with billing, non-monied endorsements, technical system difficulties, document requests and cancellations for the Commercial Auto team. Responsibilities include maintaining appropriate service levels and assisting with underwriting task carryover. This includes verifying information, assessing risk factors, and making informed coverage decisions in accordance with company guidelines and regulatory requirements. This role will have a focus on agency relationships, policy retention, and agency education. 

Full-time, Exempt, Atlanta, GA (Commercial Auto).  
Work arrangement: Hybrid (2 days in office/3 work from home) 

About the ROLE 

• Monitor the suspense and documents uploaded by the agent; ensuring timely processing of non-monied endorsements. 

• Provide professional phone support for complex billing inquires, ensuring callers receive clear explanations, accurate account information and resolution. 

• Build and maintain strong agency relationships to support policy retention, including tracking, taking payments, processing pay plan rebuilds, and documenting actions. 

• Send policy memos that clearly communicate Underwriting requirements and compliance timelines. 

• Participate in round-robin phone and chat queues to support bilingual agents and insureds with accurate, guideline-consistent assistance. 

• Collaborate with underwriting, product and sales to stay up to date with improvements. Communicate ideas, thoughts, and concerns with the team. 

• Ensure internal compliance with regulatory/statutory requirements. 

• Meet productivity, service level, and quality assurance goals.  

Ideal Candidate 

• Thrives in a fast-paced, automated production environment with strong tech proficiency. 

• Makes sound, autonomous decisions based on multiple facts while following guidelines. 

• Detail-oriented, accurate, team-minded, and professional in communication. 

Required 

• Education: Undergraduate degree in Risk Management/Insurance, Business, or related field; equivalent experience considered. 

• Experience: 1-0 years in commercial auto (non-standard) underwriting or closely related P&C roles; knowledge of underwriting principles and statutory requirements. Experience in retail agency space is also acceptable.  

• Skills: Proficiency with office productivity tools; ability to prioritize and meet service commitments. 

Preferred 

• Native, fluent, or working proficient in Spanish and English. 

Physical Requirements 

• Prolonged periods of sitting at a desk and working on a computer.