Customer Care Associate

Customer Care Associate

At RPS, we don't just embrace bold ideas, we make them happen. We're a team of entrepreneurs, big-picture thinkers, and passionate experts who thrive on possibility. Every day, we collaborate across teams, challenge convention, and push boundaries to design innovative solutions for our clients. With access to top-rated carriers and a dynamic marketplace, we bring strategy and creativity together to deliver what others might call impossible. Here, every voice counts, every perspective matters, and every challenge is an opportunity to grow. You'll be supported by a culture that celebrates ownership, curiosity, and high performance, where you're trusted to do your best work and encouraged to keep learning along the way.

We are seeking a detail-oriented and proactive Customer Care Associate to join our team. In this role, you will play a critical part in maintaining and improving operational efficiency by managing key administrative tasks, supporting system users, and ensuring data accuracy. You will collaborate with internal teams, retail agents, and other stakeholders to provide exceptional service and resolve issues effectively. This position also involves contributing to system enhancements, process improvements, and special projects.

How You'll Make An Impact :

• Manage and update licenses, memberships, addresses, contacts, and related records.
• Respond to communications (calls / emails) from agents or employees, providing support, guidance, or system updates as required.
• Organize and categorize incoming emails for efficient processing.
• Maintain user accounts, troubleshoot login issues, and provide support for system access.
• Coordinate and process contract terminations and related documentation.
• Identify and report system discrepancies, errors, or issues to the appropriate supervisor or team.
• Manage and update agency relationships, including parent-child structures and duplicate records.
• Handle agency updates such as mergers, acquisitions, sales, and name changes.
• Process and review pending appointments, change requests, and license / E&O expiration lists.
• Test and validate new system developments prior to deployment.
• Draft, review, and maintain departmental procedures and documentation.
• Support system conversions, including data mapping and preparation for branch representatives.
• Escalate complex issues or requests to appropriate team members, supervisors, or departments.
• Participate in special projects and provide additional support as needed.

About You :

Required : High school diploma and a minimum of 1 year of customer service experience. Strong typing and basic computer skills.

Preferred : Working knowledge of MS systems, i.e., MS Excel, MS PowerPoint, Outlook and MS Word.

Behaviors : Good verbal communication skills. Maintains a high level of professionalism with clients and establishes a positive rapport with every caller.

Compensation And Benefits :

We offer a competitive and comprehensive compensation package. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market / geography, complexity or scope, specialized skill set, lines of business / practice area, supply / demand, and scheduled hours. On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. Below are the minimum core benefits you'll get, depending on your job level these benefits may improve : Medical / dental / vision plans, which start from day one! Life and accident insurance 401(K) and Roth options Tax-advantaged accounts (HSA, FSA) Educational expense reimbursement Paid parental leave Other benefits include : Digital mental health services (Talkspace) Flexible work hours (availability varies by office and job function) Training programs Gallagher Thrive program elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing Charitable matching gift program And more...

We value inclusion and diversity. Gallagher embraces our employees' diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest. Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected by applicable federal, state, or local laws. Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.