What are the responsibilities and job description for the Customer Service Agent position at Amplify?
Customer Service Agent
Full Time | This is a Remote Opportunity
Position Summary
The Customer Service Decline and Cancellations Agent is responsible for managing customer accounts that have been declined, canceled, or are at risk of termination. This role focuses on proactively engaging with clients to identify the cause of declines or cancellations, resolving issues to retain business when possible, and ensuring an exceptional customer experience.
The ideal candidate will have strong communication skills, problem-solving ability, and a customer-first mindset to support retention efforts and maintain client satisfaction.
Key Responsibilities
- Case Management & Follow-Up
- Review and manage all assigned declined and canceled accounts promptly.
- Contact customers to inform them of the status, explain reasons for the decline or cancellation, and offer potential resolutions.
- Escalate complex cases to underwriting, billing, or management as necessary.
- Retention & Resolution
- Identify opportunities to save or reinstate customer accounts through problem resolution and tailored solutions.
- Educate customers on alternative products, payment options, or updated underwriting requirements to prevent policy lapses.
- Customer Service Excellence
- Maintain a high level of professionalism, empathy, and service when handling sensitive customer situations.
- Provide accurate and detailed explanations regarding policies, procedures, and outcomes.
- Documentation & Compliance
- Record all interactions, customer feedback, and resolutions in the CRM or policy management system.
- Ensure all activities are compliant with industry regulations, company guidelines, and privacy laws.
- Collaboration & Communication
- Partner with sales, underwriting, billing, and other internal teams to resolve customer issues quickly and effectively.
- Participate in retention strategy meetings and provide feedback on common decline/cancellation causes and customer objections.
Qualifications
- Education & Experience
- High school diploma or equivalent (Associate or Bachelor’s degree preferred).
- 1–3 years of customer service, call center, or retention experience (insurance or financial services industry preferred).
- Skills & Abilities
- Exceptional verbal and written communication skills.
- Strong problem-solving and conflict resolution abilities.
- Ability to remain calm and empathetic in high-stress situations.
- Proficient in Microsoft Office Suite and CRM systems.
- Detail-oriented with strong organizational skills.
- Knowledge
- Understanding of insurance policy life cycles, underwriting processes, and cancellation procedures preferred.
- Familiarity with regulatory requirements and customer privacy laws (HIPAA, state insurance laws, etc.) is a plus.
Work Environment & Schedule:
- Full-time position, typically Monday–Friday, with standard business hours.
- Hybrid or remote options available, depending on location and experience.
What We Offer:
- Competitive salary and benefits.
- Opportunities for growth within a high-performing team.
- A collaborative culture focused on accountability and client success.
Amplify is an equal opportunity employer. We value a diverse workforce and an inclusive culture. Amplify encourages applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, age, national origin, marital status, citizenship, disability, or veteran status.
