Lead Insurance Specialist

Assurant Specialty Property is hiring a Lead Insurance Specialist. As a Lead Insurance Specialist, you'll use your excellent customer service skills and your problem-solving ability to efficiently and effectively respond to incoming customer inquiries and/or concerns in a high call volume environment. We are looking for an energetic person who will be responsible for providing exceptional front-line customer service to our representatives, policyholders, and clients. If you are a problem solver and thrive in a fast-paced ever-changing environment, this is the career for you!

Key Responsibilities:

• Serve as point of contact for escalated /Supervisor calls outside of the scope of normal representative duties.

• Utilize advanced methods to research and resolve complex issues and to answer representative questions.

• Assist with new hire training and certification.

• Follow departmental guidelines and procedures with the ability to analyze situations and use critical thinking and judgment to make difficult decisions when needed.

• Coordinate workload to ensure that service standards and deadlines are met.

• Identify, analyze and assist in developing new standard operating procedures.

• Utilize call center applications to ensure that service standards are met.

• Monitor, distribute, and resolve system errors

• Understanding of IVR technology, as well as assist with system project initiatives.

• Assist Manager with staffing initiatives as needed.

• Handle limited management functions in their absence.

• Assist in coaching and providing feedback to staff by distributing monthly quality audits and monitoring staff performance. 

• Respond to the high volume of inbound calls as needed.

• Other duties as assigned.

This is a full-time position. Hours of operation are Monday through Saturday from 8:00 am to 8:00 pm.

Qualifications:

• High school diploma or GED

• Florida Property and Casualty 20-44 Personal Lines or 2-20 General Lines Agent License, or the ability to obtain license within 90 days of hire date.

Other Requirements:

• Must be able to work Saturdays as needed.

• Customer service experience in a high volume call center environment

• Working knowledge of Microsoft Office Suite and Outlook, as well as proprietary applications including Policy Management System and other Property Solutions web-based applications.

• Ability to handle multiple tasks and prioritize.

• Excellent verbal and written communication skills.

• Strong time management skills.

• Ability to adapt easily as procedure/client needs change.

• Good mathematical skills.

Preferred Qualifications:

• Bilingual (English/Spanish) candidates can speak, read and write effectively in both languages.

This is a remote position.