Summary:

This position will support and enhance service delivery to policyholders, producers, and internal stakeholders. As a member of the Customer Service team, you will assist customers with auto insurance inquiries, policy information, billing questions, and more and help deliver an exceptional customer experience.

Essential Functions :

Respond to incoming calls and emails from customers, agents, and policyholders Provide clear, accurate information about policy status, billing, coverage options, and application steps Assist customers in updating their policies, submitting required documents, or understanding next steps Use internal systems to document conversations and follow up on outstanding issues Learn and apply Maryland Auto's procedures, underwriting guidelines, and customer service standards Work closely with team members and other departments to ensure timely and helpful service Stay positive and solution-oriented when helping customers resolve concerns or questions

Competencies:

A friendly, helpful attitude and willingness to learn Strong communication skills—both verbal and written Ability to work in a structured, fast-paced environment Basic computer skills (email, typing, Microsoft Office) Dependable and punctual with good time management Bilingual skills (Spanish/English or other languages) are a plus

Education & Experience :

High School Diploma or GED and 0-2 years of experience in customer service within the personal auto insurance industry, with strong knowledge of Maryland Auto Insurance policies and procedures or equivalent combination of education and experience.

Physical Demands :

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. Ability to perform the essential functions of the job with or without reasonable accommodation.

Working Conditions:

General office environment. Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available