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 reinstatement decisions on policies canceled for non-payment
• Research and make decisions on payee changes and other Accounting related matters
• Respond to emails from other internal departments and make decisions as appropriate
• Triage and research complex customer service inquiries
• Process and/or provide direction on escalated transactions from the processing team
• Identify customer service and processing issues and trends, and recommend procedural changes with a focus on retention and the customer experience
• Identify system enhancements 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 2 years' recent Florida homeowners insurance experience in an agency or underwriting setting

Required Qualifications:

• Excellent written communication skills, with the ability to compose professional emails and letters
• Excellent oral and interpersonal skills with a pleasant demeanor
• Problem solving and decision-making skills
• Excellent organization skills with the ability to multitask and work independently

Preferred Qualifications:

Bilingual, English-Spanish a plus