Customer Service Specialist

Position Summary:

This position is part of our Customer Service Call Center responsible to make reinstatement decisions and handle other escalated calls from our agents and policyholders.  

Essential Functions:

• Research and reinstate policies within the authority level provided
• Process policy reinstatements and pay plan changes
• Research payee changes and submit to Corporate Office for approval
• Handle escalated phone calls referred be other customer service departments
• Respond to customer service emails and make decisions as appropriate
• Triage and research complex customer service inquiries
• Process and/or provide direction on escalated transactions from processing team
• Identify customer service and processing issues and trends and recommend procedure changes
• Listen and formally audit customer service calls and elevate as appropriate
• Review and formally audit customer service transactions and data entry
• Identify customer service and processing issues and trends
• Performs other duties as assigned.

Required Education and Experience:

• High School diploma required; college preferred
• Excellent communication and interpersonal skills; pleasant demeanor
• Minimum of 3 years' customer service experience in the insurance industry
• In depth knowledge of Florida homeowner's insurance and underwriting rules
• Florida Insurance license (2-20 or 20-44)

Preferred Qualifications:

Bilingual, English-Spanish a plus