About Brightway

Established in 2008, Brightway is proud to be one of the fastest-growing insurance agency systems in the United States. With over 350 franchises spanning 35+ states and an impressive $1.3 billion in annual premiums, we rank among the nation’s largest privately owned property and casualty insurance distribution companies. We support our agency owners with comprehensive back-office services, marketing resources, and continuous learning and development.

We are embarking on the next stage of our customer-centric growth, driven by innovation from our talented associates and the application of cutting-edge technologies. This growth has opened doors for creative thinkers who thrive in a diverse and collaborative culture. As a Brightway team member, you'll engage in exciting projects that are reshaping the industry, working alongside a dedicated team committed to delivering exceptional customer service and safeguarding our clients' most valuable assets.

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Scope

The Engagement Center ensures that Brightway clients receive exceptional service. This position provides a broad range of insurance-related customer service and business development support, by cultivating, maintaining, and enhancing an organization's relationships with its clients & Agency Owners. This role contributes to Brightway’s retention, and community-building efforts with carriers, ensuring seamless service delivery. This individual will play a pivotal role in ensuring that clients feel valued and understood, which is crucial to fostering long-term loyalty and satisfaction.

Job Responsibilities

Client Interaction & Support:

• Manage inbound requests via phone, email, and other communication channels, ensuring timely and effective resolutions.
• Provide exceptional service by addressing inquiries, processing requests, and resolving concerns with professionalism and efficiency.

• Documents interactions accurately in CRM and other systems.

Sales & Retention:

• Proactively engage and maintain relationships with clients through outbound calls to offer additional products, policy reviews, and solutions tailored to their needs.
• Implement upsell and cross-sell opportunities to drive business growth while ensuring client satisfaction.
• Drive policy renewals and retention efforts by educating clients on coverage options and benefits.

Process Improvement & Collaboration:

• Leverage emerging technology to streamline workflows, improve efficiency, and enhance the client experience.
• Actively participate in training and continuous learning initiatives to stay updated on industry trends and company policies.
• Collaborate with internal teams and external agents to improve service quality and operational effectiveness.

Skills, Licenses, Certifications

• Must obtain a personal lines insurance license within 60 days of employment
• Strong customer service mindset with a passion for delivering exceptional experiences.
• Ability to learn and effectively use Brightway systems, CRM tools, and insurance platforms
• High level of accuracy, attention to detail, and ability to multitask in a fast-paced environment.
• Excellent verbal and written communication skills; ability to simplify complex insurance terms for customers
• Analytical problem-solving skills with the ability to assess customer needs and present logical solutions.
• Demonstrated ability to work both independently and as part of a team, contributing to shared goals.
• Tech-savvy with a willingness to adopt and leverage new tools and processes.

Education and Experience

This position requires a bachelor’s degree and 2-4 years’ experience in a customer service or sales environment. Education or experience focused on insurance, risk management or entrepreneurship is preferred, but not required.

This position is onsite in Jacksonville, Florida.

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Equal Employment Opportunity:
Brightway Insurance is committed to creating a diverse and inclusive workplace that values and respects the contributions of all individuals. We are an equal opportunity employer and do not discriminate based on race, color, national origin, sex, age, disability, religion, sexual orientation, gender identity, or any other characteristic protected by applicable law.

We believe that a diverse workforce is essential to our success and fosters innovation, creativity, and collaboration. Our goal is to provide a work environment that is free from discrimination and harassment, where everyone has an equal opportunity to succeed and grow.