Lead Insurance Service Representative Sep/09/2022

**Primary Purpose**:Responsible for assisting the supervisor with the management of daily activities, responding to escalated customer inquiries, serving as a technical resource, and mentoring personnel.**Essential Duties and Responsibilities**:- Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time._- Take ownership of any escalated inquiry, issue, problem, or error that could potentially impact the policyholder or Independent Agent and determines appropriate course of action- Answer technical questions from the Senior Insurance Service Representative as well as answers inbound calls and fields questions pertinent to an existing insurance policy and determine appropriate course of action- Coach and provide leadership in team, daily support to team members with issues, irate callers, and escalated calls- Research and resolve escalated customer and process issues through follow up as needed, approve exceptions based on level of authority and alert Supervisor of questionable transactions- Assist with reports, projects, and meetings as needed- Document specific details of call interaction, processing endorsements and Department of Motor Vehicle filings, answering billing questions and taking payments, and dedication to customer service- Answer policy level requests such as policy and billing questions, cancellation requests, updating customer profiles, processing billing adjustments/drafts, and refunds- Effectively answer all calls; de-escalating the call where appropriate and providing solutions that leave the customer satisfied with the resolution- Access policy details to determine extenuating circumstances including but not limited to providing coverage information and explanation, answer complex billing questions, process policy changes accurately, and collect pertinent underwriting information to ensure the correct premium is assessed on the policy- Handle situations independent of a supervisor with ability to resolve conflicts and empathize with customers- Provide superior service by delivering a WOW experience for both independent agents and National General Insurance customers- Share feedback when training opportunities are identified- Promote teamwork through consistency, reliability and group cohesiveness- Effectively communicate through oral and written communication- Continuously consider process improvements and share opportunities with Leadership- Assist Supervisor with call monitoring and providing feedback to the team memberJOB REQUIREMENTS**Minimum Skills and Competencies**:- The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions._- High school diploma or general education degree (GED)- Must possess effective verbal and written communication skills- Proficient in Microsoft Office Suite (Word, Excel, Outlook)- Ability to work independently as well as collaboratively in a team environment- Manages time wisely by prioritizing work load to meet deadlines- Ability to successfully complete HIPPA certification annually (Health)- Must be customer-oriented and able to effectively trouble shoot and resolve customer questions and concerns- Ability to adapt to new situations and learn quickly- Ability to multi-task and manage several systems on a daily basis- Ability to make decisions quickly based on expert knowledge of processes, guidelines, and systems while balancing company guidelines and customer needs- Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines- High degree of dependability, motivation and flexibility- Demonstrate strong leadership, diplomacy, and coaching/mentoring skills- Demonstrate professional phone etiquette- Bilingual**Desired Skills**:- Performs the role and meets expectations of an Insurance Service Representative for a minimum of 1 year- Ability to type a minimum of 30 words per minute while speaking to customers- Previous experience in insurance customer service with personal auto, commercial, motorcycle, recreational vehicle, accident and health, supplemental health, and/or homeowners products is preferred- Active Property & Casualty License preferred