Root was founded on the belief that car insurance is broken, and we set out to change it. We’re harnessing the power of technology to revolutionize this archaic, complicated industry. Using machine learning and mobile telematic platforms, we’ve built one of the most innovative insurtech companies in the world.
The Opportunity
The Customer Experience Processor plays a critical role in ensuring Root delivers a seamless and high-quality experience to every customer. This position supports essential processing workflows, ensuring accuracy, timeliness, and attention to detail in every transaction. Working behind the scenes, the Processor helps keep our operations running smoothly, directly supporting Root’s mission to make car insurance fair and simple for everyone. This role is ideal for someone who enjoys problem-solving, thrives in a fast-paced environment, and takes pride in getting the details right.
Salary Range: $18.17/hr.
Root is a “work where it works best” company. This means we will support you working in whatever location that works best for you across the US.
How You Will Make an Impact
- Review and interpret state-specific policy language to approve, pay, or deny roadside assistance claims.
- Process lienholder additions and troubleshoot web portal or document issues.
- Contact agencies and carriers to process prior coverage cancellations across multiple lines of business.
- Triage and assign inbound faxes and mail to ensure timely and accurate handling.
- Research and resolve customer or internal requests using Root’s internal tools.
- Serve as a subject matter expert for assigned processing functions.
- Understand state-specific financial documentation requirements.
- Communicate directly with customers via email, answering filing questions and confirming completion.
- Partner with claims adjusters to file required documents for customer claims.
- Identify and implement process improvements that enhance accuracy and efficiency while consistently meeting business performance goals and quality standards.
What You Will Need to Succeed
- 6–12 months of experience in customer service, claims processing, or the insurance industry.
- Strong written and verbal communication, active listening, and problem-solving skills.
- Detail-oriented mindset with the ability to multitask in a fast-paced environment.
- Demonstrated patience, empathy, and professionalism when interacting with customers.
- Proactive and adaptable, with a commitment to continuous learning.
- Positive attitude and ability to build rapport through clear, inclusive communication.
- Proficiency in Microsoft Office and Google Workspace applications.
- Understanding of Root’s insurance product and mobile app preferred.
As part of Root's interview process, we kindly ask that all candidates be on camera for virtual interviews. This helps us create a more personal and engaging experience for both you and our interviewers. Being on camera is a standard requirement for our process and part of how we assess fit and communication style, so we do require it to move forward with any applicant's candidacy. If you have any concerns, feel free to let us know once you are contacted. We’re happy to talk it through.
Please see our Privacy Notice available HERE for more information on how we process your personal data.
Consistent with the Americans with Disabilities Act (ADA) and the Civil Rights Act of 1964, it is the policy of Root to provide reasonable accommodation when requested by a qualified applicant or candidate with a disability, unless such accommodation would cause an undue hardship for Root. The policy regarding requests for reasonable accommodation applies to all aspects of the hiring process. If reasonable accommodation is needed, please contact [email protected]
Skills Required
- 6-12 months of experience in customer service, claims processing, or the insurance industry
- Strong written and verbal communication, active listening, and problem-solving skills
- Detail-oriented with ability to multitask in a fast-paced environment
- Demonstrated patience, empathy, and professionalism when interacting with customers
- Proactive, adaptable, and committed to continuous learning
- Positive attitude and ability to build rapport through clear, inclusive communication
- Proficiency in Microsoft Office and Google Workspace applications
- Understanding of Root's insurance product and mobile app
What We Do
At Root, we’re doing things differently. We’re reimagining the services people need so that they serve them better. And we’re doing it by using data, technology, and rapid innovation to create products and experiences that are fair, easy, personal, and affordable. We’ve partnered with Carvana in a partnership that brings an industry-leading, seamless insurance process to the online car buying experience. The launch of Carvana Insurance Built with Root delivers an elevated customer experience made possible through a deep integration that pre-fills key customer information so that a customer can skip data entry and jump directly to evaluating quotes and customizing coverage. This fully embedded product experience—from quote to payment—happens entirely within the Carvana checkout process. Teams from both Carvana and Root have worked for months to build this bold technology platform. An early iteration involved 24 screens in the customer experience flow—that experience is now just three straightforward steps.
Why Work With Us
Our success is because of the hard work, ingenuity, and exceptional performance of our team. People come to Root because they know they can make an impact in their role, the company, and the industry. We’re passionate and curious self-starters, building a top-notch customer experience. Sound like something you’d like to be a part of?
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