Customer Support Associate (Gateway Program) - Paid Summer Internship

Job Description

Who We Are:

At PEMCO we're all about people - our customers, our employees, and the community. We're a mutual insurance company owned by our Northwest policyholders. We provide auto, home, renters, and boat coverage. Recently, Forbes named PEMCO as #1 in Auto Insurance in 2024 based on customer survey feedback. We are consistently recognized for our outstanding customer service, employee expertise, community partnerships, and social impact programs.

Our social impact programs motivate high achievement by youth in education; build stronger and greener communities; and increase safety at home, on the road, and at play. We're committed to diversity, equity, inclusion, and belonging, and to fostering an inspiring and inclusive workplace. These efforts create and cultivate an environment that builds fairness and understanding, encourages collaboration and flexibility, and celebrates all the ways in which we're different and the same - enabling all individuals to achieve their full potential.

Why We Need You:

Are you a college student spending your summer in the Pacific Northwest? Do you want to advance your career in a field you're interested in? Are you passionate about helping people worry less and live more? If so, PEMCO Mutual Insurance Company's Gateway Program is the place for you! We are looking to hire Customer Support Associates to work full-time seasonally.

As a Customer Support Associate in the Gateway Program, you will be a part of an award-winning team that prides itself in delivering a remarkable customer experience. PEMCO provides the opportunity for you to work for a company that's respected in the Northwest community, chooses relationships over transactions, and thinks big and acts local. Your experience will be enhanced with on-the-job training and the opportunity to return year-over-year.

Applicants must be available to work during call center hours of operation: Monday-Friday 7am to 6pm, and Saturday 8:30 am to 5:30 pm. This is a full-time paid remote position starting in May/June and is expected to last about 12 weeks (flexible around school schedule).

Gateway Program: A Day in the Life:

• Obtain your Property and Casualty insurance license through paid training
• Handle a variety of customer requests via phone, e-mail, fax, or other channels, which may include, but not limited to, servicing existing policies, cross-selling additional products, and processing premium payments
• Perform intermediate transactions that impact policy premium or that include providing advice on routine policy inquiries
• Direct incoming calls to the appropriate department or person, or refer customers to published material, secondary sources, or management as needed
• Perform administrative work as assigned and as call volume permits

Your Experience Includes:

• Attending a university/college.
• Working towards a degree in Actuarial Science, Accounting, Finance, Economics, Statistics, Business Management, or similar field preferred.
• 1+ years in a customer service position; experience in a professional setting and/or call center setting preferred.
• Background in electronic transactions or other computer data-entry work.
• Demonstrated proficiency in Microsoft Office, or similar word processing and e-mail software is required.

What We Value:

In fostering a culture where everyone thrives, PEMCO embodies a set of core traits that guide our collective efforts. These traits include:

• Make Agile Decisions: Define desired outcomes. Use a consistent, inclusive approach. Drive decisions with a sense of urgency. Pivot decisions quickly as supported by data.
• Build Trust: Listen to understand and use direct and open communication. Engage in healthy debate with mutual respect. Find solutions and move forward together.
• Own Results: Commit to desired outcomes. Define and achieve success metrics. Anticipate and mitigate risks, and always have a plan B. Take accountability for and learn from outcomes.
• Empower Execution: Take action to drive desired outcomes. Act with initiative, mastery, and purpose
• Explore Fearlessly: Make swift, iterative progress through testing and learning, create a safe place to fail fast and learn from mistakes, and continuously improve.
• Value People: Appreciate and care about unique experiences and perspectives Respect the dignity of others and have empathy for people Authentically and meaningfully support and recognize people in real time.

These traits form the bedrock of our commitment to caring deeply for each other, our customers, and our community. As you become a part of PEMCO, your contribution will further enrich our success story, where the power of these shared values propels us forward.

Job Conditions:

The Gateway Program is an opportunity to get your foot-in-the-door in the corporate world. This position requires the ability to use desktop computers and extensive use of the telephone. Flexibility in work hours, including Saturdays, is required.

Compensation:

The compensation range for this role is shown below. Placement within the range varies depending on job-related knowledge, skills, and experience.

• Greater Seattle Area*: The pay for this position ranges from $20.00 per hour - $20.75 per hour
• Outside Greater Seattle**: The pay range for this position ranges from $17.75 per hour - $18.50 per hour

*Greater Seattle Area is defined as working within approximately 100 miles of Seattle.

**Outside Greater Seattle is defined as working approximately 100 miles or more from Seattle.

Gateway Students returning from the 2023 program are also eligible to receive up to a $1,000 bonus (less applicable taxes) after successful completion of the 2024 12-week program.

Benefits:

• Competitive salary
• Granted up to ten (10) days of sick leave immediately upon hire (pro-rated based on hire date and full-time/part-time status), which is approximately 28 hours more per year than the Washington state-required accrual
• Earn your Property and Casualty insurance license
• Opportunity to return and work over breaks
• A friendly, professional work environment
• Begin your career at a place of integrity and gain knowledge in the insurance industry that can help you throughout your personal and professional career

Equal Employment Opportunity:

At PEMCO, we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. PEMCO is honored to be an equal-opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation, or veteran status.

Applicants have rights under Federal Employment Laws:

• Family and Medical Leave Act (FMLA)
• Equal Employment Opportunity (EEO)
• Employee Polygraph Protection Act (EPPA)