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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 various communication channels. The position demands decision-making capabilities that extend beyond standard protocols, requiring adept problem-solving and analytical skills. This role is distinct from the New Business/Renewal Underwriting Department.

Key Responsibilities:
  • Manage escalated inquiries from front-line customer service representatives.
  • Investigate and resolve complex transaction issues.
  • Assess and make reinstatement decisions for policies that have been canceled due to non-payment.
  • Respond to internal departmental emails, making informed decisions as necessary.
  • Draft written responses to customer inquiries and concerns.
  • Conduct quality assessments of customer service interactions and transactions.
  • Identify trends in customer service and processing challenges, proposing procedural improvements aimed at enhancing customer retention and experience.
  • Spot opportunities for system enhancements and provide actionable recommendations.
  • Execute additional responsibilities as assigned.
Qualifications:

Required Education and Experience:
  • Possession of a Florida Insurance license (2-20).
  • High School diploma is mandatory; higher education is preferred.
  • A minimum of three 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 developing 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.
  • Proficient technical skills.
  • A proactive and positive approach to challenges.
  • Demonstrated work ethic and discipline while working remotely.
  • Exceptional written communication skills, capable of crafting professional correspondence.
  • Strong verbal and interpersonal skills, maintaining a courteous demeanor.