Customer Support Representative II

Description

Our CSR II’s bring varied and interesting backgrounds to the team, demonstrate a proven track record in the customer service field and are also fully dedicated to the Company’s mission of providing exceptional customer service to each and every customer.  Depending on business requirements and our Company-wide customer needs at any given time, a CSR II may be assigned to focus on serving our admitted lines or surplus lines customers and agents and our claimants in designated states or regions. In addition, to ensure the highest level of service and to maximize responsiveness for our customers, a CSR II may also be required to prioritize his/her efforts on either customer communication, via telephone and email contacts, or to completing a wide range of routine to more difficult processing tasks.

Regularly communicates with Cabrillo Coastal customers within designated levels of authority and with general supervision; positively represents Company in telephone and email interactions and provides exceptional customer service to our external customers, such as agents, producers and policyholders, as applicable and per specified Company guidelines, Company quality and time standards and Governmental regulations; appropriately and correctly responds to an increasing variety of customers’ routine to more difficult product, service, underwriting requirements, and/or other related inquiries and issues.

Regularly communicates with Harbor Claims claimants and/or third party representatives within designated levels of authority and with general supervision; positively represents Company in telephone and email interactions and provides exceptional customer service to our claimants and/or third party representatives; in first notice of loss (FNOL) interactions, clearly communicates with agents, claimants or third party representatives to obtain and provide timely and complete FNOL information and next steps.

Obtains and maintains customer information within levels of authority and with general supervision;  accurately processes endorsements, which includes a variety of routine to more complex changes; quotes deductible changes, as authorized; prepares and assists in processing new business submissions, completes underwriting referrals within designated time frames; processes standard cancellations as authorized; maintains assigned Cabrillo Coastal files and records, including spreadsheets and folders; sorts and indexes Cabrillo Coastal emails; sorts Cabrillo Coastal and/or Claims mail and/or researches and updates return mail; performs other assigned data entry and administrative tasks per specified Company guidelines, Company quality and time standards and Governmental regulations.

Under general supervision, provides ongoing administrative support and assistance in the preparation of new and renewal surplus lines and/or admitted lines homeowner’s insurance business; within designated time frames, accurately and thoroughly researches, updates, organizes, maintains, prepares and distributes pre-underwritten files to appropriate surplus lines and/or admitted underwriting team members; performs other related data entry and administrative tasks in preparation of underwriting files; for assigned products/s and/or territories, produces pre-underwriting results that meet or exceed Company-defined goals and objectives; appropriately utilizes and, as necessary, makes recommendations to improve pre-underwriting work flow processes and procedures to ensure Company underwriting and regulatory-required time and service expectations and standards are met or exceeded.

Obtains and maintains claimants and claims-related information within designated levels of authority and with general supervision;  initiates the claims handling process and sets up claims files; maintains assigned Harbor Claims files and records, including spreadsheets and folders; sorts and indexes Harbor Claims emails; sorts Harbor Claims mail and/or researches and updates return mail; performs other assigned data entry and administrative tasks per specified Company guidelines, Company quality and time standards and Governmental regulations. 

Efficiently and effectively utilizes Company’s information systems and software programs in carrying out all designated responsibilities outlined above. 

Actively contributes as a member of the Company team by providing assistance and support to assigned claims, underwriting, sales, customer support, product and/or other team members. 

Dynamically enhances Company’s success by taking advantage of learning and development opportunities and personally integrating positive actions to improve individual performance. 

Participates in, assists with and/or carries out responsibilities for “special” Company projects, as directed.

By providing top-notch care and service in a professional, knowledgeable and responsive manner to our customers, including residential property policyholders, their agents and/or producers, our customer support team goes the distance each and every day to exceed our customers’ expectations. In fact, our customer support team provides crucial customer communication and administrative support and assistance to three key teams within Cabrillo Coastal and Harbor Claims: 1) admitted lines underwriting 2) surplus lines underwriting and 3) claims.  To that end, our customer support team members may spend much of their time actively communicating with our customers by performing critical customer-focused duties, such as researching and responding to new or current customers’ telephone and email inquiries and/or handling first notice of loss (FNOL) telephone and/or email contacts.  Additionally, they may provide invaluable administrative support related to servicing our customers in a variety of different ways, such as assisting in ensuring the efficient and correct issuance and appropriate maintenance of our customers’ policies and assisting in ensuring the proper set-up, maintenance and upkeep of accurate, complete, current and regulatory-compliant claims files. 

Most of our employees on our customer support team are in positions that are included in our CSR progressive job series, comprised of CSR I, II and III. By utilizing a progressive job series, our CSR’s are able to learn and consequently earn advancement on the customer support team and in the Company.  We provide clear criteria that defines what represents demonstrated mastery at each level. Once an incumbent has mastered that position in the progressive job series, he/she, with his/her customer support team leader’s -- and senior leader’s -- active input and agreement, is eligible to advance to the next level in the series, increasing his/her responsibility and pay levels as a result. 

The other positions on our customer support team include our customer support team leaders and customer support team specialists.   Both positions require incumbents who are exceedingly well-versed in – and passionate about – customer service and additionally require incumbents with a remarkable understanding of, deep appreciation and respect for and ability to flourish in the Company’s unique culture and work environment.  Our customer team leaders serve a vital role in our Company’s success by utilizing their demonstrated and dynamic leadership strengths to provide front-line day-to-day coaching, supervising & leading of assigned CSRs, while also continuing to carry out their respective day-to-day customer service duties as working team members. Comparable to our customer support team leaders, our customer support team specialists are also expected to carry out their assigned day-to-day customer service duties as working team members, while also continually demonstrating exceptional technical knowledge about their niche areas of customer-focused expertise.  They serve as the Go To for the customer support team in those niche areas and/or as the team member who, at a moment’s notice due to fluctuating business needs, can also be open, flexible, willing and adroitly able to shift from one area (underwriting, surplus lines or claims) to another to provide outstanding assistance. Our team specialists are expected to train team members on a recurring basis by teaching new hires how to do things “our way” (aka, the right way the first time), teach current team members about new information and/or tasks and/or educate multiple team members on a large-scale, even Company-wide, basis about a discipline in which the incumbent demonstrates proven skill and knowledge. Finally, both our team leaders and specialists may actively participate in or spearhead a myriad of special projects producing important results and positive impact for the Company.

In line with our progressive job series, team specialists may be eligible to “learn and earn” the position by proving mastery of a wide range of advanced requirements, as well as a demonstrated ability to effectively teach and train. Team leaders are selected through a competitive interview and selection process, which may include the significant involvement of current team members.

Requirements

Qualities: quality-oriented; service-oriented; detail-oriented; self-starter; team player; multi-tasker; adaptability; flexibility; strong work ethic; positive “can do” attitude; coachable; dependable.

Strong skill sets in the following areas:  organization; problem analyses/solving; active listening; conflict resolution; oral (with an emphasis on telephone) and written (with an emphasis on email) communication; interpersonal communication; information analyses; keyboard entry speed of 45 WPM or more.

Strong knowledge of: business writing, grammar and punctuation rules; telephone and email business etiquette rules; desktop computer operations; standard business software and web-based engine operations (e.g., Microsoft Word, Microsoft Excel, Microsoft Outlook and Internet Explorer).

For External Candidates Applying for a posted Customer Support Representative II position:  

Current 4-40 customer service representative and/or current 6-20 adjuster license.

Two or more years of customer service and/or call center experience or equivalent post-high school education.

Fluent in Spanish is a plus.