Sr Flood Customer Service Representative (Hybrid)

Selective Insurance Company of America•Scottsdale, AZ

2d•Hybrid

About The Position

Selective is hiring a Senior Flood Customer Service Representative to assist agents, insureds, mortgage companies, and customer service staff with questions about ACH payments, billing, claims, applications, policy issuance, and in-force policies. The role also processes underwriting-related items such as non-money endorsements, first notice of loss (FNOL), collections, non-sufficient funds (NSF) processing, and policy cancellations. All duties must comply with applicable legal and regulatory requirements. The representative handles customer inquiries through phone, email, and fax, provides guidance on underwriting and claims matters, and supports the customer service team in processing policies and documentation according to FEMA guidelines and internal standards. The role works with underwriting teams to maintain processing standards, improve agency experience and retention, and support training and knowledge sharing. It also contributes to automation and workflow improvements, including testing system enhancements. The position requires strong customer service, communication, organizational, problem-solving, and leadership abilities. The stated work schedule is 11:00 AM–7:00 AM EST. The position is described as hybrid.

Requirements

Good understanding of underwriting criteria.
Ability to supervise or lead a team.
Excellent interpersonal skills and commitment to teamwork.
Strong communication skills.
Exceptional customer relations skills and a strong customer service focus.
Ability to manage multiple tasks while maintaining attention to detail.
Organizational and planning skills.
Problem-solving and decision-making skills.
Excellent PC skills.
Must be able to work 11:00 AM–7:00 AM EST.
Strong leadership skills.

Nice To Haves

High school diploma preferred.
Two or more years of customer service or phone experience preferred.
Two or more years of underwriting experience strongly preferred.
Office automation and keyboarding skills preferred.

Responsibilities

Assist customer service staff with questions and issues involving non-money endorsements, cancellations, and documentation needed to issue policies.
Process items according to FEMA guidelines and internal time and accuracy standards.
Handle daily verbal and written correspondence with agents and insureds through phone, email, and fax, using professional and courteous communication.
Answer questions and resolve customer and staff issues related to billing, underwriting, and claims; obtain answers from management or other departments when needed.
Maintain knowledge of FEMA rules and procedures for endorsements, new business, renewals, and cancellations.
Review internal reports to assess whether processing and phone standards are being met, identify improvement opportunities or performance concerns, and report them to the CSR Manager or higher.
Work with the specified underwriting team to improve agency experience and maintain underwriting processing standards.
Support premium growth and retention opportunities and ensure customer service representatives understand underwriting processes and FEMA guidelines.
Enhance customer service representatives’ knowledge and provide training as needed.
Participate in automation enhancements and workflow improvements, including suggesting enhancements and testing systems.
Serve as a claims subject-matter resource for the customer service team and identify opportunities for additional claims training.
Comply with applicable legal and regulatory requirements.