Here at SuretyBonds.com, we obsess over service. However, we couldn’t do that without our unmatched Customer Care team.
Our customer care representatives work on the frontlines to support our clients in any way needed. If you enjoy talking to customers and working in a supportive and collaborative environment, you would likely be a great fit for this team.
Continue reading for an in-depth look at what customer care reps do, what skills we look for in new hires and how you can join our team.
What Do Customer Care Representatives Do?
Our Customer Care team works directly with existing clients to amend bond forms, coordinate renewals and solve any issues before or after the purchase. Representatives mainly contact clients through phone calls and emails, depending on their preference.
“I try my best to cater to the client and assist them in the way that is most comfortable for them,” Robert Moseley, one of our experienced representatives, said. Moseley has been on the team for over four years.
A Day in the Life
Every day is different for each representative. While many clients face similar issues, there are always new challenges and problems to solve.
Customer care representatives spend their day bouncing between incoming calls and client emails. “I start by handling email requests from our clients or our surety partners while the phones are slower. As the day progresses, phone calls start to pick up,” Moseley said.
The team bridges gaps between all departments by clarifying information directly with the client before our backend teams create the official bond form. This includes:
- Educating first-time clients on exactly how a surety bond works
- Explaining underwriting decisions
- Finalizing documents
Handling Bond Riders
Bond riders are amendment documents that change information from the original bond form, such as address, business name or the coverage amount.
This is one of the main ways Customer Care intersects with the Operations team, which officially issues the rider documents. Since Operations doesn’t work directly with clients, it’s important for Customer Care to fully clarify all requests.
The representative gathers all the necessary information from the client and sends the notes to Operations, who will then write the amendment. The process for each unique request is different.
“If it’s something straightforward like needing a VIN number updated, I confirm the change needed and submit it,” Moseley said. “A lot of them, however, require approval from the surety company. Once approved, I do my best to submit it to our wonderful Operations team in a manner that makes issuing the rider easier.”
What Do We Look For in New Hires?
“The ability to work with others — both colleagues and clients — ask questions and learn is huge.”
A strong customer care representative has a high work ethic and excellent interpersonal skills. We look for flexible people who are ready to learn with patience and a positive attitude.
“No one expects someone to walk in the door and be an expert on bonds,” Moseley said. “The ability to work with others — both colleagues and clients — ask questions and learn is huge.”
It also helps to have good computer skills. Typing at a reasonable pace, writing professional emails, and navigating basic software are all practical skills you’ll use daily.
Above all, our representatives are a team and learn from each other. Being reliable and open to feedback helps everyone grow to provide the best service possible.
What Does the Hiring and Onboarding Process Look Like?
First, send your resumé to [email protected] and tell us why you’re interested in joining our Customer Care team! All of our open positions can be found on our website.
After applying, we’ll conduct a phone screen and an in-person interview. You’ll also have the opportunity to shadow our team and get to see firsthand what our representatives do daily.
Once hired, you’ll go through a structured onboarding process, with scheduled check-ins at 30, 60 and 90 days, plus at the 6-month mark. You’ll complete the following tasks during your training:
- Passing the Missouri Property and Casualty Insurance Exam
- Receiving your insurance license
- Taking self-paced courses to learn about the industry and our systems
- Live shadowing other team members
- Taking your first calls and emails with trainer and team support
Your supervisor and team will ensure you feel confident and ready before taking on your role independently.
Team Support
Team support doesn’t stop at onboarding — we’re committed to making you feel supported and valued throughout your time at SuretyBonds.com.
Our Customer Care team holds weekly huddles to discuss recurring issues, share tips, bond with new team members, and build a sense of community.
Your supervisor will also hold regular one-on-one check-ins to review progress, job satisfaction and career development.
Outside of scheduled meetings, the team is always collaborating at their desks, with seasoned employees helping answer tricky questions for newer hires.
What’s the Best Part of the Job?
“We get to share in each other’s wins, inside and out of the workplace.”
“It’s going to sound cliche, but helping people,” Moseley said. “A lot of the people calling in for help with their bonds are running their own businesses and need the bond to be able to operate.”
Our representatives are able to relieve clients of the stress that can come with the bonding process. We simplify how we deliver support so you can get back to running your business.
Beyond the job itself, the team shares a strong bond. Our tight-knit work environment allows for everyday collaboration and a thriving employee culture.
“I enjoy that the people I am surrounded with here are approachable and friendly,” Moseley said. “Being a small business offers us the opportunity to be closer than if we were at a large corporate office. We get to share in each other’s wins, inside and out of the workplace.”
Impact Through Service
The team sees the impact of their friendly service daily through the kind reviews left by thousands of satisfied clients.
If you’d like to learn more about our current Customer Care team, check out the Meet the Team pages on our website!
Should You Apply?
If you like:
- Helping people and problem-solving
- Working in a supportive team environment
- Learning new skills on the job
- Growing your career through structured training
- Being part of a close-knit team
Then yes, you’d be a great addition to our Customer Care team! Send your resumé to [email protected] to get started with the hiring process today.