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Lead Insurance Specialist

Apply Location Anytown, Georgia Additional Locations: Addison,Texas; Albany,Oregon; Atlanta,Georgia; Bothell,Washington; Chicago,Illinois; Chicago,Illinois; Duluth,Georgia; Farmers Branch,Texas; Florence,South Carolina; Independence,Ohio Requisition Number R-90016

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. 

  • The Lead Insurance Specialist will respond to the high volume of inbound calls as needed.

  • Other duties as assigned.

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


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.

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Meet Our People

Ignacio D. - Senior Operations Analyst

Whether I'm working with people in Argentina or Chile or Miami, we all feel like we're part of the same company. And within my own group, we share ideas and analyze as a team - and drive for change, for improvements. We'll show each other how we do things and lend advice.

I also enjoy the focus on work-life balance - in the workplace, we're offered exercise classes or stretching classes with a trainer, for example. I've had the flexibility to take classes and training. And, we have the opportunity to give back to the community through events held throughout the year.