Customer Service Escalation Specialist

Position Summary:

This position is part of our Operations Customer Service Team handling escalated and complex matters received via phone call and/or processing requests.  This job requires making decisions that are outside our normal guidelines and require problem solving and troubleshooting skills.  This position is not part of the New Business/Renewal Underwriting Department.

Essential Functions:

• Handle escalated phone calls referred by our front-line customer service departments
• Research and make decisions on escalated transactions
• Research and make reinstatement decisions on policies canceled for non-payment
• Triage or respond to emails from other internal departments and make decisions as appropriate
• Respond in writing to customer questions and concerns
• Conduct quality reviews of customer service calls and transactional items
• Identify customer service and processing issues and trends, and recommend procedural changes with a focus on retention and the customer experience
• Identify system enhancement opportunities and provide recommendations
• Performs other duties as assigned

Required Education and Experience:

• Florida Insurance license (2-20 or 20-44)
• High School diploma required; college preferred
• Minimum of 3 years’ recent Florida homeowners insurance experience in an agency or underwriting setting

Preferred Qualifications:

• Bilingual, English-Spanish a plus
• Experience in training and procedural documentation

Essential Skills:

• Attention to detail and organizational skills
• Excellent time management skills and ability to quickly adjust to changing priorities
• Strong analytical and critical thinking abilities
• Functional/Technical skills
• Proactive and “can do” mindset
• Strong work ethic with proven discipline while working from home
• Excellent written communication skills, with the ability to compose professional emails and letters
• Excellent oral and interpersonal skills with a pleasant demeanor