Customer Relationship Specialist I

Windward Risk Managers•Boca Raton, FL

3d•$52,000 - $65,000•Onsite

About The Position

This role partners closely with the Policy Customer Service Manager and external customer service vendors to drive continuous improvement in customer experience. The position is responsible for identifying customer service trends, evaluating operational processes, and recommending and implementing enhancements to improve efficiency, quality, and consistency. Occasional travel may be required, including potential international travel.

Requirements

Minimum of 5 years’ experience working with a Property and Casualty carrier, in a Customer Service leadership or Underwriting capacity
Demonstrated ability to review incoming correspondence and provide clear, concise, and professional written responses
Demonstrated aptitude for identifying errors and inefficiencies, with a commitment to continuous improvement and accuracy.
Proficiency in MS Office including Word, PowerPoint, and Excel
Florida Insurance license ( 2-20 or 20-44)
Must reside in one of the states below for this position Alabama, Florida, Georgia, North Carolina, South Carolina, Tennessee or Virginia

Nice To Haves

Bachelor’s degree in risk management or insurance

Responsibilities

Monitor and review customer service calls, correspondence, identify issues, trends, and escalate matters as appropriate
Review and audit transaction processing for accuracy and compliance, escalating issues as appropriate
Actively participate in and lead calibration meetings to align evaluations, standards, and expectations
Evaluate existing training materials and programs to identify gaps and implement necessary updates or improvements
Facilitates monthly training sessions with Customer Service Departments
Review and respond to customer correspondence with clear, courteous and professional communication that avoids escalation and minimizes the need for further communication.
Review and respond to internal inquiries and exception-related emails, exercising sound judgement to make appropriate decisions
Assist with quarterly management meeting reports
Participate in user testing and upgrade process, and ensure that business objectives are met
Maintain various department spreadsheets
Performs other duties as assigned.
Must be available to work extended hours and weekends during a catastrophic event