Customer Care Advocate I (Remote)

Are you passionate about delivering exceptional service and making a meaningful impact every day? MEM Insurance is looking for a Customer Care Advocate I to join our customer‑focused, mission‑driven team. In this role, you will be the voice of empathy, clarity, and support for our policyholders and producers—helping them navigate their workers compensation needs with confidence and care.

As a Customer Care Advocate I, you will use your service mindset, growing insurance knowledge, and commitment to excellence to create positive experiences in every interaction. You’ll play a key role in ensuring policy administration is accurate, compliant, and efficient while contributing to a collaborative culture centered on problem‑solving, teamwork, and continuous improvement.

At MEM, we believe in caring for our customers—and equally for our employees. We create an environment where people feel supported, trusted, and encouraged to grow. Our hybrid‑friendly, remote‑first approach gives you the flexibility to do your best work while contributing meaningfully to our mission.

Essential Duties and Responsibilities

• Deliver outstanding customer experiences by responding promptly, accurately, and professionally across all communication channels—striving for single‑contact resolution whenever possible.

• Leverage tools, systems, and resources effectively to provide caring, well‑informed service to customers, producers, and internal partners.

• Perform compliant policy administration, including processing policy changes, updating contact information, and setting up payment plans in accordance with state statutes and regulatory requirements.

• Build collaborative relationships across teams—following through on commitments, sharing knowledge, and contributing to a consistent, high‑quality service experience.

• Maintain timely workflow management, ensuring Level I tasks are processed within established service level expectations and keeping teammates and leaders informed of progress.

• Exercise judgment and escalate when needed, involving leadership appropriately to help resolve complex or sensitive inquiries.

• Promote and practice responsible use of company resources, aligning actions with company policies and efficiency goals.

• Share insights for continuous improvement, identifying opportunities that improve processes, service experiences, and value for customers and partners.

• Engage in ongoing learning, including training on workers compensation insurance, company systems, and industry best practices.

• Work effectively in a remote‑first, hybrid environment, meeting availability expectations and demonstrating reliable, professional communication.

• Perform other duties as assigned.

Qualifications

• Education:

  • Bachelor’s degree preferred (or a combination of education and relevant experience).

• Certifications:

  • Registered Workers Compensation Specialist (RWCS) designation required within 12 months (provided by MEM).

• Licenses:

  • Valid driver’s license required.

• Experience:

  • 1–3 years in a customer service role; insurance experience preferred.