Security First Insurance Company Ormond Beach , FL 32173
Posted 2 months ago
Summary of Position:
Provides an exceptional customer experience to the customers (policyholders, agencies and contractors) of Security First Managers (Company). Supports customers with underwriting, billing, policy, and claim status related inquiries, and responding to other general inquiries. Provides timely and accurate information to customers with the goal of providing first-contact resolution (FCR).
Paid training and licensure provided
Hybrid/remote options available within the state of Florida
Starting at $19/hour
Essential Job Functions:
Handles inbound and outbound customer communication from various parties (policyholders, agents, mortgagees, and vendor partners) through our contact center management system, including calls and emails; provides backup to support webchat and text requests
Achieves or surpasses assigned Key Performance Indicators (KPIs) and metric targets, such as average handle time (AHT), average hold time, average after-call work time (ACW), Quality Assurance (QA) Rate, and other productivity metrics
Utilizes contact center technology and operating platform to deliver exceptional customer experiences; may perform CRM troubleshooting for our agent partners
Contributes to meeting or exceeding service level agreement (SLA) standards for agency partners
Identifies areas for self-improvement in the customer experience during interactions via calls, and emails to ensure customer and partner satisfaction levels
Processes customer correspondence received via mail and fulfills customer requests
Demonstrates a sound understanding of the Companys underwriting guidelines, first notice of loss applications, and claims service guidelines
Meets training requirements on regulatory, system and procedure updates
Ensures customer satisfaction in every interaction and actively supports company retention efforts
May participate in outbound campaigns
Maintains a customer service orientation and positive image of the Company; provides a courteous, prompt, and professional approach to exchanging information and resolving issues; adheres to strict confidentiality requirements
Responds to emergency call-ins for weather incidents, natural disasters, or other critical events
The job duties might change in the event of a natural catastrophe that impacts our customers and you might be required to work additional hours
Maintains positive communication and interaction with Company personnel, representatives from external organizations, and the public
Establishes and maintains effective working relationships with those interacted with during work regardless of race, color, religious creed, national origin, ancestry, sex, sexual orientation, gender identity, age, genetic information, disability, political affiliation, military service, or diverse cultural and linguistic backgrounds
Performs other duties as assigned with or without accommodation
Supervisory Responsibilities:
Minimum Requirements:
High school diploma or equivalent
One (1) year of contact center environment or customer service experience
OR an equivalent combination of education, certification, training, and/or experience
Certifications and Licenses:
May be required to possess a valid state of Florida drivers license
Florida property & casualty (P&C) 440 license or ability to obtain within 90 days of employment
Preferred Qualifications:
Prior property & casualty underwriting experience
One (1) year industry experience
Insurance industry designations or trade certifications
Bilingual (English / Spanish)
Required Knowledge, Skills, and Abilities:
Knowledge of principles and processes for providing high quality and efficient customer service
Skill in working with data and reports from various system sources simultaneously
Skill in the use of Microsoft Office products (Word, Outlook, and Excel) and applicable department and company specific software
Skill in establishing and maintaining positive relationships and fostering effective communication and collaboration
Ability to adhere to strict confidentiality requirements when handling sensitive information
Ability to manage multiple priorities to ensure that deadlines are met to achieve customer and quality objectives.
Ability to apply critical thinking to solve problems
Ability to use reasoning skills that minimize duplication of efforts, including but not limited to comparing, classifying, analyzing and coordinating
Ability to clearly communicate and understand information in English, both orally and in writing
Ability to follow oral and written instructions
Ability to perform math calculations required for the work
Ability to regularly attend work and arrive punctually daily for designated work schedule
Physical Requirements:
Depending on functional area of assignment, tasks may involve the ability to exert light physical effort in sedentary to light work, which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (up to 20 pounds). Tasks may involve extended periods of time at a keyboard or workstation and extended periods of time standing and/or walking.
Environmental Requirements:
Tasks are regularly performed inside without exposure to adverse environmental conditions (e.g., dirt, cold, rain, fumes).
Sensory Requirements:
Some tasks require ability to operate, activate, use, prepare, inspect, detect, and/or position objects. Some tasks require the ability to perceive and discriminate between cues or signals. Some tasks require the ability to communicate effectively.
Company benefits include:
100% paid benefits: medical, dental, and vision
401k retirement plan with a 5% employer match
PTO and holidays
Bi-weekly pay schedule
Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this position. Our company is a drug-free workplace, and all candidates which are offered a position will be required to submit to pre-employment drug screening. Refusal to submit to drug screening will result in retraction of offer.
Security First Insurance Company