Customer Service Escalation Specialist

Boca Raton, Florida
$30,000 - $49,999
Aug 30, 2022
Oct 29, 2022

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

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