WNS Global Services

Compensation

Full Description

Job Title: P&C Licensed Customer Service Representative Location: US Remote Employment Type: Full-time Industry: Insurance About Us WNS (Holdings) Limited (NYSE: WNS), a Capgemini company, is a leading global business process management organization with over 60,000 professionals across 57 delivery centers worldwide. We deliver measurable business value to 400+ clients by combining deep industry expertise with advanced digital, analytics, and operational capabilities across sectors including Travel, Insurance, Banking and Financial Services, Healthcare, Manufacturing, Retail, and Logistics, offering end-to-end solutions across finance, customer care, technology, analytics, and industry-specific services For more information about WNS, visit http://www.wns.com/ Job Overview The P&C Licensed Customer Service Representative is responsible for delivering high-quality service to customers and agents by accurately handling inquiries related to property and casualty insurance policies and billing. This role requires active use of a valid P&C license to process policy changes, resolve service issues, and ensure compliance with regulatory and company guidelines. The representative will manage inbound and outbound communications, document customer interactions, and provide timely, professional resolutions while maintaining a strong focus on accuracy, efficiency, and customer satisfaction. Success in this role requires solid insurance knowledge, attention to detail, and the ability to navigate multiple systems in a fast-paced service environment. Responsibilities: · Deliver a positive, knowledgeable, and professional service experience to customers and agents across all interactions. · Handle a high volume of inbound and outbound calls (approximately 50 calls per day), efficiently resolving Property & Casualty policy and billing inquiries. · Document customer interactions, policy updates, and resolutions accurately within internal systems. · Meet or exceed performance expectations in a metrics-driven environment, including customer experience, quality, handle time, adherence, and productivity. · Adhere to company policies, confidentiality standards, and security protocols to maintain a safe and compliant environment. · Participate in required training, self-learning modules, and ongoing development to maintain licensure, product knowledge, and performance standards. · Collaborate with supervisors and team members to review service trends, address customer issues, and support continuous improvement initiatives. · Work effectively in a high-volume, phone-based environment, managing back-to-back calls, multiple systems, and potentially difficult or irate customers. · Maintain a dedicated, quiet work-from-home environment free from distractions, ensuring readiness for remote work requirements. Requirements · Active Property & Casualty (P&C) or Personal Lines Agent License in the resident state. · Equivalent to a high school diploma or GED. · Prior customer service or call center experience in a fast-paced, high-volume environment, handling back-to-back calls and navigating multiple systems. · Ability to work flexible schedules within operating hours (7:00 AM–2:00 AM EST), including weekends, holidays, and accommodate schedule changes on short notice. · Comfortable working in a metrics-driven environment with defined performance goals (CX scores, handle time, quality, adherence, and productivity). · Ability to perform essential job duties with or without reasonable accommodation in a remote work setup. · Access to a reliable internet connection and a quiet, dedicated workspace. · Willingness to complete typing test (24 WPM / 80% accuracy) and other pre-employment assessments as part of the hiring process. Schedule There are 4 phases of employment: Pre-Process, Training, Nesting, and Production. Start Date: 3/11/26 9:00AM-5:30PM EST with Saturday/Sunday off Process Training Start Date: 3/25/26 1:30PM-10:00PM EST with Mondays/Tuesdays off Nesting A Start Date: 5/11/26 1:30PM-10:00PM EST with Mondays/Tuesdays off Nesting B Start Date: 5/25/26 Possible different start times Pre-Process is a phase while we enable your credentials and introduce you to WNS. The Pre-Process schedule will be 9:00AM-5:30PM EST with Saturday and Sunday off and will be from March 11th to March 20th. Process Training will begin on March 25th, and you will start your official schedule on that date, of 1:30PM-10:00PM EST with Monday and Tuesday off. The working days will be Sunday, Wednesday, Thursday, Friday, and Saturday. Nesting B begins on May 25th, 2026. There may be additional schedules offered that may be as early as 9:00AM-5:30PM EST or as late as 1:30PM-10:30PM EST. The days off will remain Monday and Tuesday and the working days of Sunday, Wednesday, Thursday, Friday, and Saturday will remain the same. If there are multiple start times provided, performance during training will be used to determine the rank if there is a bid for multiple schedules. Examples of what will be used for measurement is engagement and attendance. • *Arizona Candidates-Day Light Savings is scheduled for March 8th, 2026 If a candite is in Arizona, they will be required to adjust their schedule to match the training schedule after Day Light Savings. (Example: Currently 10:00am EST is 8:00am in AZ, after Day Light Savings, it will shift to 7:00am) Shift Bids: While in production, typically shift changes happen through a shift bid process which considers performance and employee preferences, these typically happen 1-2 times per year. Our Hours of Operations is 7:00AM-2:00AM EST, 7 Days a Week. We ask that applicants pursuing this position have the flexibility to work a multitude of varying schedules including nights, weekends, and holidays. WNS does, at times, participate in shift bids as business needs change, generally every 6 months to a year. This means your schedule could change but that you would have the opportunity to bid for the schedules of your choosing. Your performance and reliability will play a major part in your ability to get those shifts. Shift changes between shift bid periods sometimes do occur on an as needed basis. Compensation Disclosure The base salary range for this position is $X per hour. This represents the base pay range that we reasonably expect to offer for this position. Final compensation will be determined based on a variety of factors, including but not limited to the candidate’s experience, education, skillset, and location. In addition to base pay, this role may be eligible for performance-based bonuses, incentive pay, or commissions, which are not included in the listed base salary range. WNS complies with all applicable federal, state, and local pay transparency laws, including those in California, Colorado, New York, Washington, and Illinois. For complete compensation information, please refer to the job posting on our official careers page. Benefits Overview Our benefits package includes (but is not limited to): · Medical, dental, and vision insurance · Paid time off (PTO), holidays, and sick leave · 401(k) with company match or other retirement plan · Life and AD&D Insurance · Work from home · Internet re-imbursement · Employee Assistance Program Equal Opportunity Employer Statement WNS is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other status protected under federal, state, or local law. We also provide reasonable accommodations to individuals with disabilities and for sincerely held religious beliefs in all aspects of employment, including the application process. How to Apply Please submit your application, including a resume and optional cover letter, through our careers page or email to vallens.lewis@wns.com Job Types: Full-time, Permanent Pay: From $19.00 per hour Benefits: • 401(k) matching • Dental insurance • Health insurance • Paid time off • Vision insurance • Work from home Application Question(s): • Do you have a quiet, distraction-free workspace for remote work? • Are you able to perform the essential job duties, either independently or with a reasonable accommodation if needed? • Work schedules may change with 1–2 weeks’ notice, these schedules may include changes to days off, as well as shift start timings. Are you able to accommodate changes with short notice? • Our contact center operates on holidays. Are you available to work on holidays if scheduled? • Most schedules include at least one weekend day (Saturday or Sunday). Are you available to work at least one or both days? • This position requires working within our operating hours of 7:00 AM to 2:00 AM EST. Are you able to work any schedule within this time frame? • Our agents are expected to meet specific performance metrics (e.g., customer experience scores, handle time, quality, schedule adherence, and productivity). Are you comfortable working in a metrics-driven environment? Experience: • High Call Volume Handling: 1 year (Required) • call center or customer service role: 1 year (Required) • Challenging Customer Interactions: 1 year (Required) • Multi-System Proficiency: 1 year (Required) License/Certification: • P&C Producers License (Required) Work Location: Remote