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Team Lead, Customer Care

4 months ago

GLASTONBURY, United States Crum & Forster (United States Fire Insurance Company) Full time

Crum & Forster (C&F) with a proud history dating to 1822, provides specialty and standard commercial lines insurance products through our admitted and surplus lines insurance companies. C&F enjoys a financial strength rating of "A" (Excellent) by AM Best and is proud of our superior customer service platform. Our claims and risk engineering services are recognized as among the best in the industry.

 

Our most valuable asset is our people: more than 2000 employees in locations throughout the United States. The company is increasingly winning recognition as a great place to work, earning several workplace and wellness awards, including the October 2022 Great Place to Work® Award for our employee-first focus and our steadfast commitment to diversity, equity and Inclusion.

 

C&F is part of Fairfax Financial Holdings, a global, billion dollar organization.  For more information about Crum & Forster, please visit our website: 

 

Since 2000, Crum & Forster’s Accident & Health division (A&H) has offered a diverse portfolio of specialty insurance and reinsurance products nationwide. We place a strong focus on product development and creative distribution methods, along with excellent client service and support.

 

In addition to our robust domestic portfolio, which spans both special risk and medical solutions, A&H works on an international basis through various partnerships. Our global capabilities provide our partners with even broader flexibility in underwriting solutions.

 

The qualities and capabilities of Crum & Forster Accident & Health demonstrate our philosophy of building meaningful, long-term partnerships and our dedication to providing alternative strategies in an ever-changing insurance market.

 

Travel Insured International (TII), a Crum & Forster company, is hiring for a Customer Service Team Lead.

 

Travel Insured International is a leading travel insurance provider with more than 25 years in business. As a key component of our Small Business Unit, within the Accident & Health division, TII provides travel protection plans to help each individual travel confidently. Travel Insured International is proud to offer products to consumers and to agency partners of all sizes. We're committed to providing dependable coverage, great value, and end-to-end satisfaction for all customers.


What you will do:

  • Supports department management team as needed. This includes but is not limited to the dissemination of information, training, coaching and other quality assurance activities. Leverage reporting tools and dashboards to provide guidance on KPI’s
  • Model high standards of delivering and promoting excellent customer service to surpass expectations for our external and internal customers
  • Provides real time support to coach staff with phones and chats as Point of Contact
  • Responsible, consulted or informed on escalations, exception reviews and manager callbacks for business center and department
  • Actively participates as a Champion in SCRUM meetings and Leadership Development Team
  • Identifies and documents knowledge and communication gaps within channel, along with recommended solutions
  • Provides leadership and guidance, acting as a SME to business center team members as a group or one-on-one depending on need
  • Participates in project or release activities related to Business Center. This could include but is not limited to bug prioritization, requirement gathering meetings and user acceptance testing
  • Partners with TII Trainer on new or refresher modules for staff
  • Routinely Partner with department manager and or supervisor for performance related activities
  • Meets with department head weekly/bi-weekly to review goals, deadlines or potential impediments

 

What YOU will bring to C&F:

  • Clearly articulate ideas and thoughts verbally and in writing
  • Promote active listening and contributes appropriately to conversations
  • Demonstrate the ability to cooperate with a variety of people and achieve results
  • Establish responsible deadlines and personal work plans; manages time and prioritizes multiple tasks effectively
  • Champions change. Able to readily adapt to shifting priorities and rapid change due to multiple demands
  • Exhibit strong critical thinking, problem-solving, and decision-making skills
  • Demonstrate strong leadership skills

 

Requirements:

  • Bachelor’s degree or equivalent work experience
  • Strong knowledge of agile and company principles, as well as processes for business unit
  • Adhere to defined project standards, understands the necessity and applies them consistently
  • Proficient in Microsoft Office suite

  • Competitive compensation package
  • Generous 401K employer match 
  • Employee Stock Purchase plan with employer matching
  • Generous Paid Time Off
  • Excellent benefits that go beyond health, dental & vision. Our programs are focused on your whole family’s wellness including your physical, mental and financial wellbeing
  • A core C&F tenant is owning your career development so we provide a wealth of ways for you to keep learning, including tuition reimbursement, industry related certifications and professional training to keep you progressing on your chosen path
  • A dynamic, ambitious, fun and exciting work environment
  • We believe you do well by doing good and want to encourage a spirit of social and community responsibility, matching donation program, volunteer opportunities, and an employee driven corporate giving program that lets you participate and support your community


At C&F you will BELONG

We value inclusivity and diversity. We are committed to equal employment opportunity and welcome everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you require a special accommodation, please let us know.

 

 

For California Residents Only:  Information collected and processed as part of your career profile and any job applications you choose to submit are subject to our privacy notices and policies, visit  for more information.

 

 

Crum & Forster is committed to ensuring a workplace free from discriminatory pay disparities and complying with applicable pay equity laws.  Salary ranges are available for all positions at this location, taking into account roles with a comparable level of responsibility and impact in the relevant labor market and these salary ranges are regularly reviewed and adjusted in accordance with prevailing market conditions. The annualized base pay for the advertised position, located in the specified area, ranges from a minimum of $31,100 to a maximum of $70,900. The actual compensation is determined by various factors, including but not limited to the market pay for the jobs at each level, the responsibilities and skills required for each job, and the employee’s contribution (performance) in that role. To be considered within market range, a salary is at or above the minimum of the range. You may also have the opportunity to participate in discretionary equity (stock) based compensation and/or performance-based variable pay programs.