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Sr Flood Customer Service Representative

Company: Selective Insurance
Location: Grand Forks
Posted on: June 1, 2021

Job Description:


Our Business

Selective is a midsized U.S. domestic property and casualty insurance company with a history of strong financial performance for over 95 years. Focused on exceptional employee and customer experience, we are frequently recognized for awards and honors, including being named to Forbes' 2021 Best Workplaces in Financial Services and Insurance list.

Our Culture

We genuinely care about each other, our customers, and the communities in which we operate. Our leaders actively champion career development and invite us to voice unique ideas and diverse perspectives. If that sounds appealing, we think you would feel inspired on our team to achieve and be rewarded for extraordinary results.

* This position is a remote opportunity in California

The Sr. Flood Customer Service Representative will be 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.

  • 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.

Requirements and Qualifications:

  • 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
  • Bilingual/Spanish- required

Selective is an Equal Employment Opportunity employer. That means we respect and value every individual's unique opinions, beliefs, abilities, and perspectives. We are committed to promoting a welcoming culture that celebrates diverse talent, individual identity, different points of view and experiences - and empowers employees to contribute new ideas that support our continued and growing success. Building a highly engaged team is one of our core strategic imperatives, which we believe is enhanced by diversity, equity, and inclusion. We expect and encourage all employees and all of our business partners to embrace, practice, and monitor the attitudes, values, and goals of acceptance; address biases; and foster diversity of viewpoints and opinions.

Selective maintains a drug-free workplace.

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Keywords: Selective Insurance, Grand Forks , Sr Flood Customer Service Representative, Other , Grand Forks, North Dakota

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