This job has expired, please see additional jobs below
Senior Customer Care Specialist
Assurant
Scottsdale, AZ, United States
Job Details - this job has expired, please see similar jobs below
Description
This Sr. Customer Care Specialist is responsible for providing front line, direct contact with clients and customers. This is principally done through receiving or placing telephone calls, however, mail, express delivery, fax and other electronic methods (e-mail) are also possible means of communication. Generally uses computerized system for tracking, information gathering, making payments, supplying documentation and/or trouble shooting the items raised by the client/customer. Recognizes consistent problem areas and reports to higher level for action. Obtains basic understanding of underwriting requirements and/or researching resources to assist the client/customer with questions, payments, processing and basic quotes. Most of these activities follow standard procedures and policies with more senior levels using greater latitude and judgment in responding to customers.
Primary Job Accountabilities/ Responsibilities:
• Assist client/customer with questions, quotes, claim reporting, completing payments and processing using de-escalation techniques as needed
• Based on interpretation, make decisions on cancellation and endorsement eligibility and what effective date should be used
• Assist with quoting for endorsements, renewals and new business for all but Elevation Certificate rated policies
• Process or deny cancellations, non-premium bearing endorsements and Primary Process primary residence endorsements based on interpretation of manual.
• Review, process or deny premium bearing endorsements including coverage changes and deductible changes based on interpretation of documentation received, receipt dates and FEMA rules.
• Contact agents for denial of process, additional items needed, review of FEMA regulations.
• Responsible to maintain workflow and pending task
• Research to determine reason for items such as premium changes, coverage shortages/changes, missing underwriting documentation, system errors, pending policie
• Leadership including some peer coaching
• Assisting cash department with processing payments and special projects
• Helping to identify system issues and take part in UAT testing
• Assisting the underwriting department by completing comparison quotes for map revisions
• Liaison to the claims department for researching and correcting PRL issues.
• Participate in peer training, such as shadowing of new CSRs or retraining of existing CSRs for further skill development
• *Begin learning basic skills of CSR III and SME
• Deeper understanding of the program to interpret manual wording and have the ability to explain rules of flood insurance including effective dates, cancellation reasons and documentation requirements to callers/chatters
• Applies and develops basic skills to procedures for the position.
• Problem solving skills
• Navigates computer system
• Researches in online manuals
• Works partially under direct supervision and mostly independently under established procedures to accomplish assigned tasks
• Makes independent decisions within guidelines and procedures
Qualifications
Basic Qualifications Required
• 2-3 years of related experience in the function or similar activity outside the company.
• High school diploma or GED equivalent
• Ability to handle multiple priorities in a fast paced high volume team based environment
• Familiar with MS Outlook, Word and Excel
• Able to type 40+ words per minute
• Well versed in data entry and 10-key
• Capable interpersonal skills with a collaborative team approach
• Must have excellent listening skills and verbal communication skills
• Ability to demonstrate a positive attitude through a friendly and outgoing phone voice
• Organization, time management, and customer service skills a must
• Experience with computer and phone equipment
Preferred Knowledge, Skills, and Experience
• Minimum of one year of experience as a Customer Service Representative in a call center environment
• Demonstrated proficiency with basic computer skills including experience moving between multiple computer screens while entering data
• Knowledge of the insurance industry
• Property and Casualty license is a plus
• Bilingual a plus
Hours to include some overtime and weekends as required by business needs.
Hours and schedule could shift as dictated by business needs.