Customer Care Specialist - Flood Knowledge Required
The CustomerCare Specialist is responsible for providing front line, directcontact with clients and customers. This is principally done through receivingor placing telephone calls, however, mail, express delivery, fax and otherelectronic methods (e-mail) are also possible means of communication. Generallyuses computerized system for tracking, information gathering, making payments,supplying documentation and/or trouble shooting the items raised by theclient/customer. Recognizes consistent problem areas and reports to higher levelfor action. Obtains basic understanding of underwriting requirements and/orresearching resources to assist the client/customer with questions, payments,processing and basic quotes. Most of these activities follow standardprocedures and policies with more senior levels using greater latitude andjudgment in responding to customers.
Required to know basics of Flood and interpret manual wording and have the ability to explain rules of flood insurance including effective dates, cancellation reasons and documentation requirements to callers/chatters
Assist client/customer with questions, quotes, claim reporting, completing payments and processing.
Utilize strong problem solving skills and de-escalation techniques.
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.
Contact agents for denial of process, additional items needed, review of FEMA regulations
Responsible to maintain workflow and pending tasks
Research to determine reason for items such as premium changes, coverage shortages/changes, missing underwriting documentation, system errors, pending policies
Based on interpretation, make decisions on cancellation and endorsement eligibility and what effective date should be used
Assisting cash department with processing payments
Helping to identify system issues
Basic QualificationsRequired - Experience, Skills, and Knowledge
High school diploma or GED
Must have Flood Experience
1-2 years general office setting or customer service experience
Ability to handle multiple priorities in a fast paced high-volume team based environment
Experience with computer and phone equipment
Strong organization, time-management and customer service skills are a must
Ability to demonstrate a positive attitude through a friendly and outgoing phone voice
Excellent listening skills and verbal communication skills
Capable of interpersonal skills with a collaborative team approach
Well-versed in data entry and 10-key
Able to type 40+ words per minute
Familiar with MS Outlook, Word and Excel
Preferred Experience,Skills, and Knowledge
Previous experience in the insurance industry a plus
Basic understanding of FEMA Flood Program a plus
College degree a plus
Hours to include someovertime and weekends as required by business needs. Hours and schedule couldshift as dictated by business needs.