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Lead Insurance Services Representative
First American
Santa Ana, CA, United States
Job Details - this job has expired, please see similar jobs below
Supervises a team of employees who perform a host of customer service duties such as receiving inquiries and requests from the general public, real estate agents/brokers or other agencies. The type of request may depend on the business segment e.g. escrow branches will deal with escrow-related calls, insurance businesses may receive policy or claims related inquiries, other groups may receive technical-related questions. Interface with customers typically by telephone, letter, fax or email to handle queries/problems. Employees use computerized system for tracking, information gathering, and/or troubleshooting. Primary purpose of role is supervision.
Essential Functions
• Schedules work loads and trains personnel regarding various procedures and policies
• Responsible for staffing forecasts and overtime scheduling and approval
• Develops and implements work performance standards and measurements
• Ensures that all subordinate employees receive on-the-job training on the organization’s policies and procedures
• Acts as liaison with other departments to resolve customer problems and inquiries
• Directly resolves more complex customer inquiries, service requests and problems
• Reviews work of subordinates for accuracy and completeness
• Supervises the day to day operational activities of team; writes and conducts employee performance reviews and provides ongoing performance feedback with management consultation; makes hiring recommendations; assists with all personnel management and goal setting for assigned area/department
Knowledge and Skills/Technology Used
• Knowledge of the industry
• Excellent written and verbal communication skills
• Demonstrated ability to effectively project manage large volumes of work in a timely and high quality manner
• Strong leadership and training skills
• Ability to utilize word processing, database, spreadsheet software applications, and company operating systems
Typical Education
• High School diploma or equivalent required
• Advanced education preferred
Typical Range of Experience
• 3+ years customer service experience
• 2+ years demonstrated experience in lead or supervisory role
License or Certification
• Active Property and Casualty license
First American invests in its employee’s development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer.