Job Title:Insurance Solutions Specialist
Location: Worcester, MA 01653 or Howell, MI 48843 (Hybrid – 2–3 days onsite preferred, Tue–Thu)
Duration: 4-6 Months(Contract To Hire)
Work Schedule: Monday – Friday (7:00 AM – 9:30 PM ET shifts) with rotating Saturday (9:00 AM – 5:00 PM)

Position Overview:

The Insurance Solutions Specialist is responsible for delivering exceptional insurance service to policyholders, agents, and other stakeholders through inbound and outbound communication channels including phone, email, and other platforms.

This role requires a consultative approach to understand customer needs, recommend appropriate insurance solutions, and build long-term relationships based on trust. The specialist proactively identifies opportunities to enhance the value of services and ensures customers receive the right coverage based on their unique needs.

---

Key Responsibilities:

• Conduct comprehensive account reviews and clearly explain insurance products and coverages to policyholders.

• Identify customer needs and recommend appropriate products or coverage enhancements.

• Process policy transactions and handle service requests while identifying both stated and unstated customer needs.

• Provide insurance quotes and recommend additional or increased coverage when appropriate.

• Interpret and apply underwriting guidelines, procedures, and regulatory requirements.

• Respond to inquiries through multiple communication channels while maintaining high standards of timeliness and quality.

• Review incoming correspondence, request additional information when necessary, and draft professional responses.

• Accurately document customer interactions and maintain records across multiple systems.

• Adhere to workforce management guidelines; up to 90% of the role involves phone-based communication.

• Ensure compliance with state and federal regulations.

• Utilize training materials and available resources to resolve issues and support peers when needed.

• Participate in meetings, training sessions, and assigned project work.

Key Performance Metrics

Success in this role is measured through:

Efficiency Metrics

• Average Handle Time
• Schedule Adherence & Availability

Productivity

• Production and service targets

Customer Experience

• Customer service feedback and survey results

• Call quality monitoring and feedback

• First-call resolution
• Policyholder retention

Required Qualifications:

• 2–4 years of experience in the insurance industry (agency or carrier).

• Prior call center/contact center experience preferred

Core Competencies

• Problem Solving & Judgment: Ability to analyze situations, identify issues, and develop effective solutions.

• Consultative Communication: Provide professional guidance and influence stakeholders without direct authority.

• Accountability: Take ownership of issues and proactively address obstacles or opportunities.

• Flexibility & Adaptability: Ability to adjust to changing business needs and priorities.

• Business Acumen: Understanding of insurance products, service strategies, and distribution channels.

Work Environment & Physical Requirements:

• Regular use of computer systems and standard office equipment.

• Ability to sit or stand for extended periods of time.

• Hybrid or in-office presence may be required depending on team needs.

• Must obtain and maintain applicable state insurance licenses and continuing education credits.

• Strong customer service and consultative sales skills.

• Ability to build and maintain strong working relationships across departments.

• Strong problem-solving, organization, and time-management skills.

• Excellent written and verbal communication skills.

• Ability to work independently, think critically, and resolve issues effectively.

• Comfortable adapting to changing priorities in a fast-paced environment.

• Proficiency with Microsoft Office applications (Teams, Excel, Word, Outlook) and the ability to work across multiple systems simultaneously.

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 25.00/hr.