Member Support Specialist

Branch is on a mission to make insurance less expensive, so more people can be covered. We innovate using data, tech, and automation to simplify insurance from start to finish—we eliminated inaccurate quotes in favor of real prices, created a better way to bundle, and cut unnecessary costs in the traditional insurance process. Then we pass those savings along to our members. Basically, we’re doing insurance the way it was meant to be.

But we didn’t just create the insurance we’ve always wanted, we also created the company we’ve always wanted to work for. As we redefine insurance, we also want to redefine what it means to work in insurance. Find out for yourself.

Branch is actively prioritizing candidates located in OH but remains open to hiring qualified individuals from a wide range of states, including AL, AZ, CT, FL, GA, ID, IL, IN, IA, KS, KY, LA, MD, MA, MI, MN, MS, MO, NE, NV, NJ, NC, ND, OK, PA, SC, SD, TN, TX, UT, VA, and WI.

Branch is remote first, with most Branchers choosing to work from home. Our headquarters are located in Columbus, Ohio, where we come together from time to time to build relationships and connect with each other in real life. Once a year, the entire company gathers for “BranchFest,” a highlight of the year for many Branchers.

About the Member Support Specialist role

Establishing and maintaining a sense of community for Branch’s members is paramount. Each interaction that members have with Branch should be held to the highest standards resulting in a positive resolution for all inquiries and needs. The Member Support Specialist is the most consistent touchpoint for Branch’s members and is the standard bearer for our mission of creating and building community-based insurance. 

We're looking for someone who:

• Possesses a Property and Casualty Insurance license

• Is passionate about taking ownership, solving problems independently, and getting results

• Is tech savvy, detail-oriented, organized, and flexible

• Is curious, thoughtful, and can think through and address various problems in parallel

• Loves connecting with people and has a solid track record of strong relationships

• Is able to wear multiple hats and is a master multi-tasker
  

Branch’s Member Support Specialists are primarily focused on interacting with existing members to provide information in response to inquiries about products and services, as well as to handle and resolve complaints.

Outlined below are examples of the routine tasks our team adeptly manages 

• Handle inbound and outbound sales calls and tenaciously problem-solve to get future clients the coverage they need. 

• Provide feedback to the rest of the Branch team to improve the client experience.

• Represent the Branch brand. 

• Provide easy and low effort policy servicing experience to members via inbound and outbound phone calls, chat, and email

• Understand our member needs to ensure they have proper protection and present additional options to fill coverage gaps as applicable

• Serve as a billing expert and help make the process effortless for the member

• Keep detailed records of all member interactions

• Serve as first level underwriting for all written policies

• Continually provide feedback to the rest of the Branch team to make our member experience better

• Be the face of Branch to our members. Know them, meet them where they are, be attentive to their needs, and do what’s necessary to help them.

Key Responsibilities

• Provide easy and low effort policy servicing experience to members via inbound and outbound phone calls, chat, and email

• Understand our member needs to ensure they have proper protection and present additional options to fill coverage gaps as applicable

• Be a Root Cause Problem Solver, listening fully to understand each individual situation

• Proactively assess issues that could cause repeat interactions

• Be knowledgeable and use resources to give accurate information to our members

• Be available for Members and each other

• Serve as a billing expert and help make the process effortless for the member

• Keep detailed records of all member interactions

• Serve as first level underwriting for all written policies

• Continually provide feedback to the rest of the Branch team to make our member experience better

• Be the face of Branch to our members providing a delightful experience. Know them, meet them where they are, be attentive to their needs, and do what’s necessary to help them.

Skills, Knowledge, and Expertise

• Property and Casualty Insurance license Required

• Is passionate about taking ownership, solving problems independently, and getting results

• Can handle a high volume of inbound and outbound calls on a daily basis

• Is tech savvy, detail-oriented, organized, flexible, and adaptable

• Is curious, thoughtful, and can think through and address various problems in parallel

• Loves connecting with people and has a solid track record of strong relationships

• Is able to wear multiple hats and is a master multi-tasker

• Thrives in a fast-paced environment

• Has a strong sense of personal responsibility and is excited to be a member of a high performing team
  

Why join us at Branch? 

We’re all about getting back to getting each other’s back—that means Branchers, too. So we provide benefits that let you work and live to your fullest.

• Above-market salary—Branch is a data-driven company, so we do the math on salaries, too. If you get an offer from Branch, you can expect compensation that hits above the mark.

• Pay equity and transparency—Our pay isn’t just above market, it’s equitable. We let experience and performance drive your success, never your gender, race, orientation, or beliefs. 

• Remote-first (with perks)—Work from where you’re most comfortable. We’ll take care of your work from home set-up and monthly internet. We also have a Columbus headquarters if you’d like to join us in an office. 

• Flexible YouTime—We don’t just let you control your own time off.  We actually encourage you to use it. After your first year at Branch, we’ll give you $1000 toward your next vacation. 

• Employee stock options—You’re not just an employee. If you’re full-time, you’re also a part-owner. You’ll have stock options so you can invest in the company you’re helping to grow. 

• Medical, vision, dental—Get all the coverage you need for a healthy, happy life. We’ll also contribute $150 per month to a health savings account (HSA), administered by Branch.

• 401k and contribution matching—Invest in your future. Branch helps you get to retirement on time with a portion of your contributions matched each month. 

What to expect

In light of recent hiring scams across the United States, here’s what the process will look like with Branch (so you know it’s us):

• Please apply to open positions directly through our site. If you don’t see it here, then it shouldn’t exist on another job board. If you’re ever unsure about the legitimacy of a Branch  job posting found on another site, please check the listings here to verify.

• If you're selected to move onto the next phase of the hiring process, a member of our Branch talent team will reach out to you directly from the email domain @ourbranch.com to guide you through our process.

• The process will include a number of interviews, which will all happen either over the phone or on video calls. 

• We will never ask for personal payment or require you to purchase equipment during our interview process. Always be sure to protect your personal information.

Equal Employment Opportunity Employer 

At Branch, we are deeply committed to community. Branch is an Equal Employment Opportunity employer – All qualified applicants and/or employees will receive consideration for employment without regard to the individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.