At Teak, the Refund Solutions Advocate plays a pivotal role in our insurance operations, serving as the frontline champion for customers seeking refunds on policies and claims. This position is crucial for maintaining trust and loyalty, directly impacting customer retention rates and our reputation as a customer-centric insurer. By expertly handling refund requests, you contribute to operational efficiency and help Teak stand out in a competitive market, fostering long-term relationships with policyholders nationwide. Your day-to-day involves meticulously reviewing refund applications submitted via email, phone, or our online portal, verifying policy details, claim histories, and eligibility criteria against company guidelines. You'll collaborate daily with underwriting teams to assess coverage specifics, finance departments for payment processing, and legal advisors for compliance checks on disputed cases. Weekly, you'll compile reports on refund trends, identifying patterns to recommend process improvements, such as automating low-risk approvals. Monthly deliverables include performance metrics like resolution time (target under 48 hours), approval rates (aiming for 85%), and customer satisfaction scores via post-resolution surveys. Expect to manage a caseload of 20-30 requests daily, escalating complex fraud suspicions to investigators, and conducting follow-up calls to ensure satisfaction. You may lead small projects, like training sessions for new hires on refund protocols, and partner with sales teams to mitigate future refund needs through better policy education. Candidates need a bachelor's degree in business, finance, insurance, or a related field, plus at least 3-5 years of experience in customer service, claims processing, or insurance operations. Proficiency in CRM software like Salesforce, policy management systems such as Guidewire, and Microsoft Office Suite is essential. Familiarity with insurance regulations (e.g., NAIC standards) and state-specific refund laws is required; a Property & Casualty insurance license is highly preferred. Strong analytical skills to interpret policy documents and financial data are non-negotiable, along with experience handling high-volume customer inquiries in a fast-paced environment. Success demands exceptional communication skills, both verbal and written, to explain complex refund decisions empathetically. Problem-solving prowess is key for navigating ambiguous cases, while attention to detail prevents errors in high-stakes financial transactions. Organizational skills help juggle priorities, and a customer-first mindset ensures resolutions align with Teak's values. Technical aptitude with data analytics tools like Excel pivot tables and basic SQL for querying databases rounds out the profile, complemented by adaptability in a digital-first insurance landscape. Teak is a forward-thinking insurance innovator dedicated to simplifying coverage for modern lifestyles through technology-driven solutions. Our mission is to deliver transparent, efficient services that empower customers. With a collaborative team of 200+ across the US, we foster a remote-friendly culture emphasizing work-life balance, innovation, and inclusivity. What sets us apart is our agile structure, where advocates like you influence product roadmaps and enjoy a supportive environment with regular team-building virtual events. We offer competitive compensation, though salary details are not specified at this stage, with structures including base pay, performance bonuses, and equity options. Comprehensive benefits encompass health, dental, and vision insurance, 401(k) matching up to 6%, and generous PTO starting at 20 days annually. Additional perks include fully remote work flexibility, professional development stipends, wellness programs, and employee assistance for financial planning—ideal for insurance professionals seeking stability and growth. Advance your career at Teak through clear paths to senior advocate, team lead, or operations manager roles, backed by mentorship and annual training budgets. We invest in certifications like CPCU and leadership workshops. To apply, submit your resume and cover letter via our careers portal; selected candidates advance to virtual interviews within two weeks.