Member Support Specialist [United States]

 

Description

Branch is on a mission to make insurance less expensive, so more people can be covered. We use data, tech, and automation to simplify insurance from start to finish — cutting out the long, bait-and-switch quotes and unnecessary costs in the traditional insurance process. Then we pass those savings along to our members. The result? Prices in seconds. Hundreds in savings.

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But we’re not just changing the way home and auto insurance works. We want to change what it means to “work in insurance,” too. Restoring insurance to its original purpose — a force for communal good. Together, we’re getting back to getting each other’s back.

Our Member Support Team is committed to make it effortless for Branch's members to manage their policies through assistance via Phone, Chat, Email, and Text. Our Member Support team lives into Branch's "Roots", embracing our culture and focusing on the importance of getting our members' backs. Through listening, problem-solving, providing guidance for members to properly protect themselves through bundling and coverage counseling, as well as setting expectations on any follow-up items, our team works hard to create a lasting positive experience for each Branch member.

Establishing and maintaining a sense of community for Branch's members is paramount. Each interaction that members have with Branch should be held to the highest standards resulting in a favorable resolution for all inquiries and needs. The Member Support Specialist is the most consistent touchpoint for Branch's members and is the standard bearer for our mission of creating and building community-based insurance.

Member Support Specialist schedules will include one weekend day, with typical hours ranging from 11:30am - 8:00pm Eastern or 12pm - 9:00pm Eastern.

Key Responsibilities

• Provide easy and low effort policy servicing experience to members via inbound and outbound phone calls, chat, and email
• Understand our member needs to ensure they have proper protection and present additional options to fill coverage gaps as applicable
• Be a Root Cause Problem Solver, listening fully to understand each individual situation
• Proactively assess issues that could cause repeat interactions
• Be knowledgeable and use resources to give accurate information to our members
• Be available for Members and each other
• Serve as a billing expert and help make the process effortless for the member
• Keep detailed records of all member interactions
• Serve as first level underwriting for all written policies
• Continually provide feedback to the rest of the Branch team to make our member experience better
• Be the face of Branch to our members providing a delightful experience. Know them, meet them where they are, be attentive to their needs, and do what’s necessary to help them.

Skills Knowledge and Expertise

• Possesses a Property and Casualty Insurance license
• Is passionate about taking ownership, solving problems independently, and getting results
• Can handle a high volume of inbound and outbound calls on a daily basis
• Is tech savvy, detail-oriented, organized, flexible, and adaptable
• Is curious, thoughtful, and can think through and address various problems in parallel
• Loves connecting with people and has a solid track record of strong relationships
• Is able to wear multiple hats and is a master multi-tasker
• Thrives in a fast-paced environment
• Has a strong sense of personal responsibility and is excited to be a member of a high performing team

Benefits

We don’t just get our member’s backs. When you’re a Brancher, we’ve got yours, too — starting with benefits that let you live and work to your fullest.

• Above-market salary — Branch is a data-driven company. So we do the math on salaries, too. If you get an offer from Branch, you can expect compensation that hits *above* the mark.
• Pay equity and transparency — Our pay isn’t just above market, it’s equitable. We let experience and performance drive your success, never your gender, race, orientation, or beliefs.
• Remote-first (with perks) — Work from where you’re most comfortable and expense your WFH set up and monthly internet. We’ve also got a Columbus HQ and Chicago hub if you like working in an office.
• “YouTime” — We don’t just let you control your own time off. We actually encourage you to use it. After your first year at Branch, we’ll even cover up to $1,000 towards your next vacation.
• Employee stock options — You’re not just a worker. All full-time employees are part-owners with your own stock options, so you’re personally invested in the company’s growth.
• Medical, Vision, Dental — Get all the coverage you need for a healthy, happy life. We’ll also contribute $150/month to a Health Savings Account (HSA), administered by Branch.
• 401k and contribution matching — Set yourself up for your future retirement. Branch helps you get there on time with a portion of your contributions matched each month.

About Branch

It’s time we see the forest through the trees.

At Branch, we think insurance has lost its way. We’re restoring insurance back to its original intent: a force for communal good. We’re getting back to getting each other's back.

Introducing Bundled Home & Auto Insurance powered by community.

At Branch, we are deeply committed to community. Branch is an Equal Employment Opportunity employer – All qualified applicants and/or employees will receive consideration for employment without regard to the individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

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