[Remote] Customer Care Associate II (Remote after training period)

Note: The job is a remote job and is open to candidates in USA. Selective Insurance is a midsized U.S. domestic property and casualty insurance company with a history of strong financial performance. The Customer Care Associate II will provide advanced customer service for personal and commercial lines policies, handle complex inquiries, and support various service areas including billing and payroll. Responsibilities 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 Skills High school diploma or equivalent required Experience with billing, claims, or payroll processing 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) Analytical and problem-solving skills; ability to troubleshoot and resolve issues effectively Ability to manage complex transactions and resolve escalated issues independently 1+ years in insurance industry or related field preferred 3+ years in customer service preferred Familiarity with insurance systems preferred Bilingual skills a plus Benefits Comprehensive health care plans Retirement savings plan with company match Discounted Employee Stock Purchase Program Tuition assistance and reimbursement programs 20 days of paid time off Company Overview At Selective, we maintain a commitment to provide unique insurance solutions that help keep the families and businesses of our communities protected. It was founded in 1926, and is headquartered in Branchville, New Jersey, USA, with a workforce of 1001-5000 employees. Its website is Company H1B Sponsorship Selective Insurance has a track record of offering H1B sponsorships, with 39 in 2025, 32 in 2024, 43 in 2023, 30 in 2022, 29 in 2021, 25 in 2020. Please note that this does not guarantee sponsorship for this specific role.