Offer summary

Qualifications:

Florida Insurance license (2-20 or 20-44) is required., High School diploma is required; college education is preferred., Minimum of 3 years’ recent experience in Florida homeowners insurance is necessary., Bilingual in English and Spanish is a plus..

Key responsabilities:

Handle escalated phone calls from front-line customer service departments.

Research and make decisions on escalated transactions and reinstatement of policies.

Conduct quality reviews of customer service calls and identify trends for procedural changes.

Respond to customer inquiries in writing and recommend system enhancements.

Job description

Job Details

Job Location: Corporate Office - Boca Raton, FL

Salary Range: $23.08 - $26.44 Hourly

Description

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

Qualifications

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