Member Support Specialist

Branch Financial, Inc.

Job Overview

Location

Branch HQ

Job Type

Full-time

Full Job Description

📋 Description

• As a Member Support Specialist at Branch Financial, Inc., you will serve as the primary point of contact for members seeking assistance with their insurance policies, playing a critical role in delivering empathetic, accurate, and timely support across phone, chat, email, and text channels. Your work directly contributes to Branch’s mission of making insurance more accessible and human-centered by ensuring members feel heard, protected, and confident in their coverage—turning routine interactions into opportunities to build trust and community.
• Day to day, you will: deliver compassionate and precise support to members via multiple communication channels; assist with policy servicing, billing inquiries, and basic coverage questions using Branch’s internal systems and tools; act as a trusted advisor by actively listening, identifying coverage gaps, and providing clear guidance on bundling and protection options; follow established procedures to resolve issues efficiently and escalate complex cases when necessary to uphold both member experience and underwriting integrity; maintain meticulous, compliant documentation of all interactions in alignment with quality and regulatory standards; and proactively surface recurring trends or systemic concerns to your team lead or specialist groups to drive continuous improvement in service delivery.
• You will be part of a mission-driven, remote-first team that values empathy, ownership, and collaboration. Branch’s Member Support Team embodies the company’s ‘Roots’ culture—prioritizing getting members’ backs through proactive problem-solving and genuine connection. Though primarily remote, the team connects regularly through virtual collaboration and occasional in-person gatherings at Branch HQ in Columbus, Ohio, or regional offices in Missouri and Illinois, fostering a strong sense of belonging and shared purpose.
• In this role, you will develop deep expertise in property and casualty insurance operations, refine your communication and conflict-resolution skills in high-volume environments, and gain hands-on experience with data-informed customer service practices. You’ll have the opportunity to grow into a subject matter expert, contribute to process improvements, and potentially advance into specialist or leadership roles within Member Support or adjacent teams, all while being part of a company that invests in your long-term success and ownership through equity and development opportunities.

🎯 Requirements

• Must hold an active Property and Casualty Insurance license
• Proven ability to manage high volumes of inbound and outbound calls daily while maintaining accuracy and empathy
• Strong technical aptitude with comfort using CRM systems, digital communication tools, and navigating multiple platforms simultaneously
• Exceptional organizational skills, attention to detail, and ability to multitask effectively in a fast-paced, remote-first environment
• Demonstrated track record of building strong relationships through active listening, thoughtful problem-solving, and clear communication
• Self-motivated, ownership-minded individual who thrives when taking initiative and driving resolutions independently

🏖️ Benefits

• Above-market salary with pay equity and transparency—compensation is driven by experience and performance, not demographics
• Remote-first work model with stipend for home office setup and monthly internet reimbursement; optional access to Columbus HQ and regional offices
• Generous YouTime policy: after one year, receive $1,000 toward vacation expenses, plus encouraged and supported use of paid time off
• Comprehensive health benefits including medical, vision, and dental coverage
• 401(k) plan with company contribution matching to support long-term financial wellness
• Employee stock options—full-time staff are granted equity, making you a part-owner in Branch’s growth and success

Skills & Technologies

Remote

Degree Required

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Branch Financial, Inc.

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About Branch Financial, Inc.

Branch Financial, Inc. revolutionizes the insurance industry by providing home, auto, and umbrella coverage with unparalleled simplicity and significant savings. Their platform allows customers to get covered in seconds by leveraging secure databases to build profiles and offer personalized pricing. Branch differentiates itself by minimizing advertising, partnering with leading lending companies, and making bundling instant, all designed to make insurance more affordable. Backed by world-class investment partners, the company prioritizes a seamless digital experience, enabling customers to manage policies and claims with ease, suggesting a highly efficient and adaptable operational model for a modern clientele.

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