Note: The job is a remote job and is open to candidates in USA. Windward Risk Managers is seeking a Customer Service Escalation Specialist to join their team. The role involves reviewing and resolving escalated and complex customer concerns while making decisions beyond standard guidelines.
Responsibilities
- Manage escalated phone calls transferred by the front-line customer service team
- Analyze and make decisions on escalated endorsements
- Assess policy reinstatement opportunities for accounts canceled because of non-payment
- Respond to and triage emails from internal departments, making appropriate decisions
- Provide written responses to customer questions and concerns
- Assist in conducting quality reviews of customer service calls and related transactions
- Identify trends in customer service and processing issues, recommending procedural changes focused on retention and enhancing customer experience
- Evaluate system performance and suggest improvements to increase efficiency and effectiveness
- Provide operational support during severe weather events
- Perform other duties and projects as needed
Skills
- Valid Florida Insurance License (2-20 or 20-44)
- High school diploma is required; college education is preferred
- Minimum of 5 years of current experience in Florida homeowners insurance, either in an agency or underwriting setting
- Advanced knowledge of Florida homeowners coverage, industry challenges, and basic underwriting practices
- Demonstrated ability to analyze complex situations and make sound, strategic decisions
- Exceptional attention to detail, particularly in complex or sensitive cases
- Proven ability to collaborate effectively across teams to resolve high-priority issues
- Excellent time management skills and the ability to adapt to changing priorities
- Strong work ethic and discipline, especially while working remotely
- Outstanding written communication skills, including excellent editing and proofreading abilities for professional correspondence
- Excellent oral and interpersonal communication skills, maintaining professionalism under stress and effectively engaging with various audiences
- Ability to demonstrate empathy while remaining objective
- A proactive mindset with a 'can do' attitude
- Advanced proficiency in Microsoft Office, particularly Excel and Word
- Bilingual in English and Spanish is preferred
- Experience or education in training and procedural documentation is a plus
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