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Customer Service Resolution Expert

2 months ago

Boca Raton, Florida, United States Windward Risk Managers Full time
Job Overview

Location
Remote

Compensation
$26.44 per hour

Position Summary:
This role is integral to our Operations Customer Service Team, addressing escalated and intricate issues received through phone interactions and processing requests. The position necessitates making decisions that extend beyond standard protocols, requiring adept problem-solving and troubleshooting capabilities. This role is distinct from the New Business/Renewal Underwriting Department.

Key Responsibilities:
  • Manage escalated calls directed from front-line customer service teams.
  • Investigate and make determinations on escalated transactions.
  • Evaluate and decide on reinstatement requests for policies canceled due to non-payment.
  • Respond to emails from various internal departments, making informed decisions as necessary.
  • Provide written responses to customer inquiries and concerns.
  • Conduct quality assessments of customer service interactions and transactional processes.
  • Identify trends and issues in customer service and processing, recommending procedural improvements focused on retention and enhancing the customer experience.
  • Spot opportunities for system enhancements and provide actionable recommendations.
  • Perform additional duties as assigned.
Qualifications:

Required Education and Experience:
  • Possession of a Florida Insurance license (2-20).
  • High School diploma is mandatory; college education is preferred.
  • A minimum of 3 years of recent experience in Florida homeowners insurance within an agency or underwriting environment.
Preferred Qualifications:
  • Bilingual proficiency, particularly in English and Spanish, is advantageous.
  • Experience in training and creating procedural documentation.
Essential Skills:
  • Strong attention to detail and organizational capabilities.
  • Excellent time management skills with the ability to adapt to shifting priorities.
  • Robust analytical and critical thinking skills.
  • Technical proficiency and functional skills.
  • A proactive and positive mindset.
  • Strong work ethic with demonstrated discipline in a remote work setting.
  • Exceptional written communication skills, capable of crafting professional correspondence.
  • Outstanding oral and interpersonal skills, maintaining a pleasant demeanor.