Customer Care Associate II (Remote after training period)

At Selective, we don't just insure uniquely, we employ uniqueness.

Selective is a midsized U.S. domestic property and casualty insurance company with a history of strong, consistent financial performance for nearly 100 years. Selective's unique position as both a leading insurance group and an employer of choice is recognized in a wide variety of awards and honors, including listing in Forbes Best Midsize Employers in 2025 and certification as a Great Place to Work in 2025 for the sixth consecutive year.

Employees are empowered and encouraged to Be Uniquely You by being their true, unique selves and contributing their diverse talents, experiences, and perspectives to our shared success. Together, we are a high-performing team working to serve our customers responsibly by helping to mitigate loss, keep them safe, and restore their lives and businesses after an insured loss occurs.

Provide advanced customer service to internal and external customers for personal and commercial lines policies across multiple service areas, including Billing and PaySync Services, performing tasks in either area as business needs dictate. This role handles complex inquiries, transactions, and problem resolution, requiring strong technical knowledge of systems and processes. Responsibilities include managing customer issues, processing payroll and/or billing transactions, supporting premium audits, and contributing to departmental projects and process improvements. This position is designed to provide coverage across multiple service areas. Employees will have a primary assignment but may be cross trained to rotate between these functions based on business priorities, seasonal demand, or departmental needs. Flexibility and willingness to learn new processes are essential for success in this role. All duties must comply with legal and regulatory requirements.

https://vimeo.com/844713775/9e395da816

*Please note, the targeted shift will be 11a-7p EST.

• Manage high-volume inbound calls in a call center environment, addressing Billing or PaySync inquiries. Gather detailed information for new loss reports and payroll submissions, educate customers, and set expectations for claims or billing processes. Determines when issues are to be escalated, and when to request exceptions above department guidelines.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits in a professional demeanor; follow up to ensure resolution. Provide accurate, valid, and complete information by using the right methods/tools. Identify and assess customers' needs to achieve satisfaction.
• Process and reconcile payroll data for PaySync accounts, including year-end and mid-year endorsements, and support premium audit processes.
• Negotiate audit pay plans within outlined guidelines. Escalate exceptions from management to the Billing Services team for review prior to offer to policyholder or agent.
• Market and assist with customer sign up for online services. Trouble shoot and assist with customer self-service calls to include assisting customers with information available on website. To include updating email address, unlock an account, assist with disabled accounts, walk a customer through updating funding and making payments based on security guidelines.
• Act as a liaison with internal departments (Billing Services, Premium Audit, Underwriting) and external partners (agents, payroll providers) to ensure accurate and timely resolution.
• Contribute to departmental projects, reporting, and process improvement initiatives; assist in monitoring service levels and identifying gaps.
• Provide onboarding support and peer coaching for new hires; may assist with quality reviews and training.
• Maintain compliance with regulatory requirements and company standards for billing, claims, and payroll handling.
• Perform other related tasks as assigned to support multiple service areas.

• High school diploma or equivalent required.

• 1+ years in insurance industry or related field preferred.

• 3+ years in customer service preferred.

• Experience with billing, claims, or payroll processing.

• Bilingual skills a plus

• Excellent customer service and communication skills (verbal and written).
• Ability to multitask in a fast-paced environment with attention to detail.
• Strong proficiency in Microsoft Office (Word, Excel, Outlook). Familiarity with insurance systems preferred.
• Analytical and problem-solving skills; ability to troubleshoot and resolve issues effectively.
• Ability to manage complex transactions and resolve escalated issues independently.

Selective Insurance offers a total rewards package that includes a competitive base salary, incentive plan eligibility at all levels, and a wide array of benefits designed to help you and your family stay healthy, achieve your financial goals, and balance the demands of your work and personal life. These benefits include comprehensive health care plans, retirement savings plan with company match, discounted Employee Stock Purchase Program, tuition assistance and reimbursement programs, and 20 days of paid time off. Additional details about our total rewards package can be found by visiting our benefits page.

The actual base salary is based on geographic location, and the range is representative of salaries for this role throughout Selective's footprint. Additional considerations include relevant education, qualifications, experience, skills, performance, and business needs.

Selective is an Equal Employment Opportunity employer. That means we respect and value every individual's unique opinions, beliefs, abilities, and perspectives. We are committed to promoting a welcoming culture that celebrates diverse talent, individual identity, different points of view and experiences - and empowers employees to contribute new ideas that support our continued and growing success. Building a highly engaged team is one of our core strategic imperatives, which we believe is enhanced by diversity, equity, and inclusion. We expect and encourage all employees and all of our business partners to embrace, practice, and monitor the attitudes, values, and goals of acceptance; address biases; and foster diversity of viewpoints and opinions.

For Massachusetts Applicants

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.