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Customer Service Escalation Specialist

Remote: 
Full Remote
Contract: 
Work from: 

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.

Windward Risk Managers logo
Windward Risk Managers Insurance SME https://www.windwardrisk.com/
201 - 500 Employees
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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

 

 

Required profile

Experience

Industry :
Insurance
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Analytical Skills
  • Decision Making
  • Customer Service
  • Problem Solving
  • Technical Acumen
  • Organizational Skills
  • Training And Development
  • Social Skills
  • Time Management
  • Detail Oriented
  • Communication

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