What are the responsibilities and job description for the Customer Service Agent position at Authentic?
Authentic helps insurance brokers create better insurance products for their clients. We provide the technology platform and behind-the-scenes support that lets brokers build custom insurance solutions for specific industries or customer groups. Think of us as the operating system that powers these specialized insurance offerings. For brokers, this means they can offer unique products their competitors don't have, earn more money, and spend less time on paperwork and administrative tasks. We handle the complex (technology, compliance, and partnerships with highly-rated insurance carriers), so they can focus on serving their customers and growing their business.
About the Job
Thoughtful individuals who demonstrate skills that reflect a proactive and strategic approach to problem resolution. This position is an excellent opportunity to
advance quickly in the insurance industry. We support a diverse and inclusive atmosphere where everyone's individuality and the unique impact on the company is appreciated.
Policy Consulting & Servicing
Authentic builds the infrastructure that program insurance runs on. We partner with leading brokerages to design and manage custom insurance programs, backed by A and A- rated carriers operating nationwide. Brokers bring the data and distribution. We bring everything else: the technology, the capacity, and the underwriting expertise to stand up specialized programs at speed and build them to last. We're a Series A company backed by top investors, including FirstMark Capital, Zigg Capital, Slow Ventures, Clocktower, Commerce Ventures, and Altai. We've grown over 15x in the past year with a massive market opportunity ahead.
Authentic is committed to building an inclusive working environment regardless of gender, sexual orientation, religion, ethnicity, race, education, age, or other personal characteristics. We believe that people do their best work when they can be themselves, and different perspectives and experiences make us stronger as a team. We're proud of the supportive and inclusive workplace we're building together and are always working to make it even better.
About the Job
Thoughtful individuals who demonstrate skills that reflect a proactive and strategic approach to problem resolution. This position is an excellent opportunity to
advance quickly in the insurance industry. We support a diverse and inclusive atmosphere where everyone's individuality and the unique impact on the company is appreciated.
Policy Consulting & Servicing
- Support new business quoting and application processes
- Process policy changes, endorsements, cancellations, and reinstatements accurately and efficiently
- Review and explain policy documents, declarations pages, and coverage details in clear, plain language
- Support new business quoting and application processes in collaboration with underwriting
- Assist customers with billing inquiries, payment plan setup, and account reconciliation
- Process payments, issue refunds, and resolve billing discrepancies in a timely manner
- Communicate upcoming renewals, premium changes, and payment due dates proactively
- Deliver a consistently outstanding customer experience across all interactions — phone, email, and chat
- Follow up on open issues and ensure resolution to the customer's satisfaction
- Gather and document customer feedback to surface trends and improvement
- opportunities
- Build long-term relationships with policyholders and agent partners to drive retention and loyalty
- Escalate complex or sensitive issues to senior staff with full context and recommended next steps
- Maintain accurate and thorough records of all customer interactions in our CRM system
- Adhere to state insurance regulations, compliance guidelines, and company policies
- Participate in ongoing training, team meetings, and quality assurance reviews
- Support cross-functional initiatives and collaborate with underwriting, claims, and billing teams
- Property & Casualty insurance license preferred but not required. Must be open to a path towards licensing
- Strong communication skills (written and verbal) and a customer-first mindset.
- Organized and detail-oriented, with the ability to manage multiple tasks.
- Interest in automation, chatbots, or customer support technology.
- Comfortable using tech-forward tooling
- Proactive learner eager to contribute to both customer-facing and internal initiatives.
- Prior customer service or client-facing experience is a plus.
- Enjoys interacting and learning from our customers (small businesses).
- Competitive salary, equity, and role trajectory
- Comprehensive health benefits for you and your family
- 401(k) plan with company match
- Unlimited PTO
- Paid parental leave
Authentic builds the infrastructure that program insurance runs on. We partner with leading brokerages to design and manage custom insurance programs, backed by A and A- rated carriers operating nationwide. Brokers bring the data and distribution. We bring everything else: the technology, the capacity, and the underwriting expertise to stand up specialized programs at speed and build them to last. We're a Series A company backed by top investors, including FirstMark Capital, Zigg Capital, Slow Ventures, Clocktower, Commerce Ventures, and Altai. We've grown over 15x in the past year with a massive market opportunity ahead.
Authentic is committed to building an inclusive working environment regardless of gender, sexual orientation, religion, ethnicity, race, education, age, or other personal characteristics. We believe that people do their best work when they can be themselves, and different perspectives and experiences make us stronger as a team. We're proud of the supportive and inclusive workplace we're building together and are always working to make it even better.