Tenant Insurance Specialist

Job description

The Tenant Insurance Specialist serves as a key resource for customers, brokers, insurance partners, and internal stakeholders participating in the Orange Door Storage Insurance Program. This position is responsible for handling inbound calls and emails related to insurance coverage, billing, claims, policy maintenance, and account support while also serving as a subject matter expert on tenant insurance program operations.

The ideal candidate is a licensed insurance professional with strong customer service, account management or broker support experience. The candidate should have direct experience with 1st party property or inland marine insurance policies and claims. This individual will help deliver an exceptional customer experience while ensuring the accurate administration and ongoing success of the tenant insurance program.

Key Responsibilities

Customer Service & Insurance Support Respond to inbound customer calls and emails regarding insurance coverage, billing, enrollments, policy changes, cancellations, reinstatements, and claims inquiries. Educate customers on coverage provisions, program benefits, exclusions, and insurance requirements. Resolve customer concerns professionally and efficiently while maintaining high service standards. Document customer interactions and account activity accurately within company systems.

Assist customers with claims reporting procedures and coordinate follow-up communications as needed. Serve as a liaison between customers and insurance partners to ensure timely resolution of inquiries. Tenant Insurance Program Support Support day-to-day administration of the Orange Door Storage Insurance Program. Review insurance documentation and maintain accurate customer and policy records. Assist with coverage verification, policy servicing, compliance monitoring, and reporting activities.

Support audits, operational reviews, and process improvement initiatives. Help identify opportunities to improve customer experience and program performance. Provide account servicing support and maintain strong working relationships with internal and external stakeholders. Assist with special projects and business initiatives related to the tenant insurance program.

Qualifications

Active Property & Casualty Insurance License or Limited Lines Property & Casualty License in good standing. Minimum of 2 years of insurance customer service, agency, brokerage, carrier, or account management experience. Experience handling inbound customer communications in a service-focused environment. Strong understanding of Inland Marine or 1st party property insurance, policy administration, and claims processes. Excellent verbal and written communication skills.

Strong organizational, problem-solving, and customer relationship management abilities. Proficiency in Microsoft Office applications, including Outlook, Excel, and Word.

Preferred Qualifications

Experience in an insurance agency, brokerage, carrier, or third-party administrator environment. Experience supporting tenant insurance, renters insurance, personal property insurance, or similar products. Broker service, account management, or carrier relationship experience. Bachelor's degree in Business, Insurance, Risk Management, or a related field. Professional insurance designation preferred, with Certified Insurance Counselor (CIC) strongly preferred.

Core Competencies

Customer Service Excellence Insurance Knowledge Account Management Claims Support Coverage Interpretation