Product Support Specialist II CV

Description

Bring your customer support expertise to a role where accuracy, responsiveness, and thoughtful problem-solving make a meaningful difference. As a Product Support Specialist II CV, you will serve as a trusted partner to customers using CV-ALIR and CV-Exchange—two important solutions developed by the ISO/Verisk Insurance Underwriting group. You will help customers navigate product processes, investigate operational issues, coordinate account setup and state reporting activities, and collaborate with internal teams to deliver precise, timely solutions. This opportunity is based in College Station, Texas.

About the products: CV-Exchange® helps insurance carriers efficiently communicate policy details and changes to loss payees, mortgagees, and other interested parties whose collateral may be affected. Your support will help customers streamline these critical notification processes and keep information moving accurately.

CV-ALIR supports insurers in meeting statutory automobile coverage reporting requirements for state Departments of Motor Vehicles. In this role, you will combine customer care, research, and operational coordination to help insurers manage essential workflows with confidence while contributing to dependable service across the property and casualty insurance ecosystem.

Responsibilities

• Respond promptly and professionally to customer inquiries received by phone, email, and chat.
• Provide accurate guidance and support for CV-ALIR and CV-Exchange products, services, and related processes.
• Research, troubleshoot, and resolve customer and operational issues; document findings and escalate complex cases when needed.
• Maintain complete and accurate records of customer interactions, transactions, decisions, and follow-up actions.
• Coordinate communication among customers, state agencies, business partners, development teams, and internal colleagues to support timely issue resolution.
• Perform data entry, research account and reporting issues, and make informed decisions based on established procedures and business requirements.
• Monitor daily operational processes, identify exceptions or potential risks, and take appropriate action to prevent delays or reporting issues.
• Coordinate customer account setup and implementation activities with customers, business partners, and the account setup team.
• Support testing, documentation updates, and process improvements that enhance service quality and reduce manual rework.
• Manage assigned cases and follow-up activities while meeting established service 

Qualifications

• High school diploma or equivalent required.
• Three or more years of business-to-business customer support experience.
• Strong written and verbal communication skills, with the ability to explain detailed information clearly and professionally.
• Strong research, problem-solving, organizational, and decision-making skills with close attention to detail.
• Ability to prioritize multiple customer requests, cases, and deadlines in a fast-paced environment.
• Proficiency in Microsoft Office applications, particularly Excel.
• Ability to work independently while collaborating effectively with customers and cross-functional teams.

Preferred Qualifications

• College degree or relevant postsecondary education.

• Experience in property and casualty insurance, regulatory reporting, or a technology-based service environment.

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