Customer Service Escalation Specialist
Windward Risk Managers
full-time
Posted on:
Location Type: Remote
Location: Remote • Florida • 🇺🇸 United States
Visit company websiteSalary
💰 $23 - $26 per hour
Job Level
Mid-LevelSenior
About the role
- Handle escalated phone calls referred by the front-line customer service team
- Research and make decisions on escalated endorsements
- Assess and determine reinstatement for policies canceled due to non-payment
- Respond to and triage emails from internal departments, making appropriate decisions
- Provide written responses to customer questions and concerns
- Assist in conducting quality reviews of customer service calls and related transactions
- Identify trends in customer service and processing issues, recommending procedural changes focused on retention and enhancing customer experience
- Identify opportunities for system improvements and provide actionable recommendations
- Offer support during catastrophic weather events as needed
- Perform other duties and projects as assigned
Requirements
- Valid Florida Insurance License (2-20 or 20-44)
- High school diploma is required; college education is preferred
- Minimum of 5 years of current experience in Florida homeowners insurance, either in an agency or underwriting setting
- Bilingual in English and Spanish is preferred
- Experience or education in training and procedural documentation is a plus
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Florida homeowners insuranceunderwritingtrainingprocedural documentation
Soft skills
customer servicedecision makingproblem solvingcommunicationquality reviewtrend identificationrecommendationsupport
Certifications
Florida Insurance License (2-20 or 20-44)