The Customer Service Product Specialist is responsible for supporting the development and promotion of an assigned association by providing in-depth knowledge and expertise. This role involves collaborating with cross-functional teams, member escalations, conducting research, and overseeing complex matters through to resolution. The Customer Service Product Specialist will also engage with customers to gather feedback and ensure service and product offering meets member needs.
The position involves cross‑functional collaboration, ownership of escalations, in‑depth research, and oversight of complex issues through resolution. The Customer Service Product Specialist engages directly with members to provide clarity, gather feedback, identify trends, and ensure service and product offerings align with evolving member needs. This role is designed for individuals who excel in white‑glove service delivery and thrive in navigating nuanced situations not appropriate for a traditional call‑center workflow.
This role reports directly to senior leadership and operates at a supervisory level without direct management responsibility.
Your Impact:
- Serve as the primary internal point of contact for the assigned association, providing insights, guidance, and support to internal teams and select members.
- Act as a trusted resource for association members seeking assistance with complex or sensitive matters, assessing needs, coordinating with appropriate departments, and maintaining ownership of the overall experience.
- Own and resolve complex account issues, policy questions, and escalations requiring advanced analysis, discretion, or extended follow‑up.
- Serve as a direct point of contact for association representatives and trust stakeholders, providing proactive communication, updates, and partnership on high‑importance member cases.
- Deliver high‑touch, white‑glove service experiences, professionally managing sensitive and confidential matters with the highest level of discretion, judgment, and professionalism.
- Collaborate across Life & Health and Business Insurance lines, partnering with Customer Service, Team Leads, Training, Billing, Claims, IT, Five9, Marketing, and other internal and external partners to support end‑to‑end case resolution, process improvement, and technology enablement.
- Proactively bring forward ideas and recommendations that enhance operational efficiency, member experience, and first‑call‑resolution outcomes.
- Maintain working knowledge of Life & Health and Business Insurance workflows and core product offerings to consistently support members and deliver an elevated experience.
- Manage and prioritize a caseload of complex matters requiring investigation, coordination, sound judgment, and follow‑through.
- Lead or support special projects involving in‑depth research and collaboration with association leadership, carriers, internal partners, and members, including matters with broader impact across multiple accounts.
- Identify trends, recurring issues, and process gaps through surveys, quality reviews, internal feedback, and member interactions, and elevate recommendations for improvement.
- Support frontline service teams by having time-intensive or sensitive cases, allowing customer service representatives to remain focused on call volumes and daily operational responsibilities.
- Maintain thorough and accurate documentation, case notes, and communication records across relevant systems.
- Serve as a backup to the Association Supervisor and Team Lead, frequently interfacing with multiple business units across the organization that support the assigned association to ensure seamless service continuity, alignment, and effective resolution based on business needs.
- Willingness to obtain Life & Health and Property & Casualty licenses as required.
- Participate in occasional association or partner events as needed (less than 5% travel).
Successful Candidates Will Have:
- Bachelor’s degree or comparable professional experience.
- Experience in customer service, insurance, financial services, or a related field; product knowledge can be learned, but an exceptional service mindset is essential.
- Demonstrated ability to deliver white‑glove service and build trust through empathy, professionalism, sound judgment, and clear communication.
- Strong research, analytical, problem‑solving, and time‑management skills.
- Excellent written and verbal communication skills, with confidence engaging members, association representatives, and internal stakeholders.
- High attention to detail and the ability to manage multiple, complex matters simultaneously.
- Comfort handling sensitive, nuanced, or ambiguous situations with discretion and professionalism.
- Proficiency with CRM tools, internal systems, and documentation platforms.
- Ability to work independently while collaborating effectively across teams, business units, and technology partners.
- Strong sense of ownership, accountability, and follow‑through.
- Naturally curious and resourceful, with a desire to understand root causes and drive resolution.
- Ability to build trusted relationships with internal partners and external stakeholders.
- Life & Health license preferred, or the ability to obtain within 90 days.
- Ideal candidate attributes include experience handling escalated or high‑importance accounts, exposure to the insurance industry, and familiarity with service environments where discretion, trust, and technology‑enabled solutions are critical.
One80 Intermediaries is part of Arrowhead Intermediaries, a global insurance distribution platform that offers deep specialization, scale, and innovation across wholesale brokerage, program administration, and specialty insurance. With more than 7,000 professionals worldwide and a collective portfolio exceeding $18 billion in premium placed in 2024, our combined organization delivers a diverse trading platform for insurance carriers as well as expanded access and niche solutions for brokers and customers navigating complex and hard-to-place risks. The platform combines entrepreneurial culture with operational excellence to deliver tailored solutions and long-term value across the insurance ecosystem. For more information, please visit one80.com.
Pay Range:
$21.88 - $21.88 Hourly
The pay range provided above is made in good faith and based on our lowest and highest annual salary or hourly rate paid for the role and takes into account years of experience required, geography, and/or budget for this role.
One80 Intermediaries is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.
Learn more about working at One80 Intermediaries by visiting our careers page: www.one80.com/careers.
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