Customer Service Representative
Role Overview:
Are you detail-oriented, organized, and enjoy helping customers while working behind the scenes to keep things running smoothly? At Mutual Insurance Company of Arizona (MICA), we’ve been supporting, protecting, and defending the practice of medicine since 1976. As the leading provider of medical professional liability insurance in Arizona, with additional presence in Utah, Colorado, Nevada, Montana, and Wyoming, we are proud to deliver exceptional service to the healthcare community we serve.
We are currently seeking a Customer Service Representative to join our Underwriting Customer Service team. This role provides support to policyholders, brokers, and internal departments while rotating through a variety of responsibilities that keep our underwriting operations running efficiently.
This position is ideal for someone who enjoys a mix of customer interaction, problem-solving, and detailed administrative work in a structured, team-focused environment.
Why Join MICA?
Our Customer Service team is cross-trained across multiple functions, giving employees the opportunity to learn different areas of the department and build strong insurance knowledge over time.
This role involves more than answering phones, team members rotate through assigned modules, work with policy and billing systems, manage workflows and queues, and collaborate closely with underwriting staff to support policyholders and business partners.
You’ll receive hands-on training, supportive leadership, and the opportunity to develop expertise in the insurance industry while working in a stable, professional environment.
What You’ll Do
- Handle phone calls, emails, written correspondence, and in-person inquiries from policyholders and business partners
- Rotate through assigned customer service modules to support different areas of the department
- Use internal systems to research policy information, billing questions, and coverage details
- Complete assigned workflow queue tasks related to policy changes, cancellations, renewals, and applications.
- Create and manage documents such as certificates of insurance and policy correspondence
- Assist with report distribution, mail processing, and data entry tasks
- Verify completion of required courses and documentation for policyholders
- Collaborate with underwriting, claims, and other departments to resolve questions and ensure accurate service
- Participate in system updates, testing, and process improvement efforts
- Complete required compliance and cybersecurity training
- Provide backup support for teammates and assist with special projects as needed
While phone support is part of the role, the position also includes significant behind-the-scenes work, and time on the phone is only one portion of the daily responsibilities.
What We’re Looking For
- High School diploma or equivalent required
- Minimum of two years of customer service experience, including phone support
- Insurance experience preferred but not required
- Strong computer skills, including Microsoft Office and database systems
- Excellent communication skills, both verbal and written
- Detail-oriented with the ability to manage multiple tasks at once
- Ability to work independently in a fast-paced, changing environment
- Strong teamwork skills and willingness to support others as workload shifts
- Customer-focused mindset with a professional and positive attitude
What We Offer
- Competitive starting salary
- Day 1 benefits, including comprehensive insurance with low deductibles
- 37.5-hour workweek
- Hybrid work schedule after initial onboarding
- 13 paid holidays (including 3 floating days)
- 401(k) with company match up to 6%
- Pension plan
- Tuition reimbursement up to $5,250 per year
Ready to Apply?
Please send your resume to HR@mica-insurance.com to begin your journey with MICA.
At MICA, we believe in doing meaningful work alongside people who care. Join a company that values integrity, collaboration, accountability, and doing what’s right for our policyholders, our team, and the healthcare community we serve.
MICA is proud to be an equal opportunity employer.