Sr Flood Customer Service Representative

Selective Insurance Company of America • Branchville, NJ

4d • $58,000 - $75,000

About The Position

Responsible for assisting agents, insureds, mortgage companies, and customer service team with all of their questions relating to but not limited to application of ACH payments, billing questions, status of claims, status of applications or policy issuance, details of an in-force policy. In addition, responsible for the processing of various underwriting processes including but not limited to non-money endorsements, claim FNOL, collections, NSF processing, policy cancellations. All job duties and responsibilities must be carried out in compliance with applicable legal and regulatory requirements.

Requirements

• Good understanding of underwriting criteria.
• Ability to supervise or lead a team.
• Excellent interpersonal skills with the commitment to work successfully in a team environment and foster teamwork.
• Strong communication skills.
• Exceptional customer relations skills to support strong customer service focus.
• Ability to manage multiple tasks and maintain the necessary attention to detail
• Organizational and planning skills.
• Problem solving and decision-making skills.
• Excellent PC skills Preferred: Office automation/keyboarding.
• High School diploma preferred
• 2+ years customer service or phone experience preferred
• 2+ years underwriting experience strongly preferred
• Strong leadership skills

Responsibilities

• Assists the customer service team with questions, concerns, issues specific to processing non-money endorsements, cancellations, and reviewing/uploading required documentation to issue policies and meet customer’s needs. All processing must follow FEMA guidelines and internal time/accuracy standards.
• Handles verbal and written correspondence with agents and/or insured's daily per department standards. Communication must be done in a professional and courteous manor to support Selective’s corporate customer service standards. Manages customer inquiries from various sources including phone, e-mail, and fax.
• Answers questions or resolves problems of customer service reps and customers specific to billing, underwriting and claims issues. This requires a thorough knowledge of department operations; FEMA’s underwriting guidelines, and claim processes. Supports internal staff with their questions and needs as well. Seeks to obtain answers and additional information from Management or other areas of the department of company as needed.
• Maintains a full knowledge of FEMA rules, regulations and procedures specific to processing endorsements, new business, renewals and cancelations. Review internal reports to ensure that processing and phone standards are being met by the customer service team. Look for opportunities for improvements or potential performance issues. All items must be conveyed to the CSR Manager or higher.
• Works in unison with specified underwriting team to enhance the agency experience and maintain underwriting processing standards. Look for opportunities to grow premium and improve retention levels. Ensure that the customer service reps have complete understanding on the underwriting process and FEMA guidelines. Look for opportunities to enhance a CSRs knowledge and provide training as needed.
• Participation in automation enhancements or workflow improvements including suggestions for enhancements, testing, etc. Assist in the testing of the system relative to new enhancements.
• Be the expert on claim questions and assist the CSR team on answering claim questions. Look for opportunities for additional claims training.

Benefits

• Selective Insurance offers a total rewards package that includes a competitive base salary, incentive plan eligibility at all levels, and a wide array of benefits designed to help you and your family stay healthy, achieve your financial goals, and balance the demands of your work and personal life.
• These benefits include comprehensive health care plans, retirement savings plan with company match, discounted Employee Stock Purchase Program, tuition assistance and reimbursement programs, and 20 days of paid time off.
• Additional details about our total rewards package can be found by visiting our benefits page.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED