Member Support Specialist

Branch is on a mission to make insurance more accessible, so more people can be covered. We innovate using data, tech, and automation to simplify insurance from start to finish—we eliminated inaccurate quotes in favor of real prices, created a better way to bundle, and cut unnecessary costs in the traditional insurance process. Then we pass those savings along to our members. Basically, we’re doing insurance the way it was meant to be.

But we didn’t just create the insurance we’ve always wanted, we also created the company we’ve always wanted to work for. As we redefine insurance, we also want to redefine what it means to work in insurance. Find out for yourself.

Branch has a preference for candidates in Ohio, but is open to candidates located in AZ, FL, GA, IL, IN, IA, KS, KY, MD, MI, MO, NV, NC, OH, PA, SC, SD, TN, TX, and WI. Applicants must be currently authorized to work in the United States on a full-time basis. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Branch is remote first, with most Branchers choosing to work from home. Our headquarters are located in Columbus, Ohio, where we come together from time to time to build relationships and connect with each other in real life. We also have office space in Columbia and Concordia, Missouri as well as Forreston, Illinois. Once a year, the entire company gathers for “BranchFest”, a highlight of the year for many Branchers.

This is a member service role, not a sales role. Our Member Support team is focused on education, guidance, and resolution — not metrics-driven selling.

About The Role

Our Member Support Team is committed to making it effortless for Branch's members to manage their policies through assistance via Phone, Chat, Email, and Text. Our Member Support team lives into Branch's "Roots", embracing our culture and focusing on the importance of getting our members' backs. Through listening, problem-solving, providing guidance to help members properly protect themselves through bundling and coverage counseling, and setting expectations for any follow-up items, our team works hard to create a lasting, positive experience for each Branch member.

Establishing and maintaining a sense of community for Branch's members is paramount. Each interaction that members have with Branch should be held to the highest standards, resulting in a favorable resolution for all inquiries and needs. The Member Support Specialist is the most consistent touchpoint for Branch's members and the standard bearer of our mission to create and build community-based insurance.

Key Responsibilities

• Deliver empathetic, accurate support to members across phone, chat, email, and text channels.
• Assist members with policy servicing, billing, and basic coverage inquiries using Branch systems and tools.
• Serve as a trusted resource for members by actively listening, offering clear guidance on proper protection and coverage gaps, and setting appropriate expectations.
• Follow established processes to resolve issues and escalate when appropriate to protect member experience and underwriting integrity.
• Support underwriting accuracy by reviewing applications for completeness and flagging discrepancies.
• Maintain clear and complete documentation for all interactions, aligned with quality standards.
• Surface recurring issues to your team lead or specialist groups for follow-up.
  
  

Skills, Knowledge, And Expertise

• Holds an active Property and Casualty Insurance license in their home state. Candidates with lapsed licenses will not be considered. Branch does cover CE and additional states, but does not cover the initial resident license or provide sponsorship.
• Has experience servicing both auto and home lines. Branch is a bundled carrier; experience in only one line is not sufficient for this role.
• Has a minimum of two years of fully remote work experience. Candidates whose remote experience is limited to a brief period during COVID will not be considered.
• Resides in an eligible state (see above). Exceptions cannot be made.
• Is motivated by member education and service outcomes rather than sales metrics. Candidates whose primary experience is quota-driven or sales-oriented are encouraged to review our Sales team openings instead.
• Is tech savvy, detail-oriented, organized, flexible, and adaptable — and comfortable learning and operating multiple platforms simultaneously.
• Is curious, thoughtful, and able to address various member needs in parallel.
• Is receptive to feedback and committed to continuous improvement.
• Has a strong sense of personal responsibility and is excited to be a member of a high-performing team.
  
  

Why join us at Branch?

We’re all about getting back to getting each other’s back - that means Branchers, too. So we provide benefits that let you work and live to your fullest.

• Above-market salary - Branch is a data-driven company, so we do the math on salaries, too. If you get an offer from Branch, you can expect compensation that hits above the mark.
• Pay equity and transparency - Our pay isn’t just market-driven, it’s equitable. We let experience and performance drive your success, never your gender, race, orientation, or beliefs.
• Remote-first (with perks) - Work from where you’re most comfortable. We’ll take care of your work from home set-up and monthly internet. We also have a Columbus headquarters if you’d like to join us in an office.
• Flexible YouTime - We don’t just let you control your own time off. We actually encourage you to use it. After your first year at Branch, we’ll give you $1000 toward your next vacation.
• Employee stock options - You’re not just an employee. If you’re full-time, you’re also a part-owner. You’ll have stock options so you can invest in the company you’re helping to grow.
• Medical, vision, dental - Get all the coverage you need for a healthy, happy life.
• 401k and contribution matching - Invest in your future. Branch helps you get to retirement on time with a portion of your contributions matched each month.
  
  

What To Expect

In light of recent hiring scams across the United States, here’s what the process will look like with Branch (so you know it’s us):

• Please apply to open positions directly through our site. If you don’t see it here, then it shouldn’t exist on another job board. If you’re ever unsure about the legitimacy of a Branch job posting found on another site, please check the listings here to verify.
• If you're selected to move onto the next phase of the hiring process, a member of our Branch talent team will reach out to you directly from the email domain @ourbranch.com to guide you through our process.
• The process will include a number of interviews, which will all happen either over the phone or on video calls.
• We will never ask for personal payment or require you to purchase equipment during our interview process. Always be sure to protect your personal information.
  
  

Equal Employment Opportunity Employer

At Branch, we are deeply committed to community. Branch is an Equal Employment Opportunity employer. All qualified applicants and/or employees will receive consideration for employment without regard to the individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.