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Customer Services Team Leader
| Company | Shelter Insurance |
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| Location | Henderson, NV, USA |
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| Salary | $25.59 – $25.59 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Junior, Mid Level |
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Requirements
- Good coaching, communication, and organizational skills.
- Ability to use tact and diplomacy necessary to assist in a wide variety of situations.
- Superior oral communication skills, particularly the ability to listen, understand, and explain insurance information to policyholders and others.
- Good people skills for responding to inquiries and complaints from irrational or distraught individuals.
- Must be able to work flexible hours as needed, including evenings, weekends, and some holidays.
- Thorough knowledge of Companies’ structure, as well as current knowledge of policy coverages, basic underwriting procedures, and claims procedures, including claims and underwriting training in insurance policies.
- Typically requires a minimum of 1-year general insurance experience, demonstrating leadership abilities and a working knowledge of the insurance industry, laws, policy provisions, claims adjustment and coverages and specifically Shelter’s operations and procedures.
- Ability to perform the essential functions of the position, with or without a reasonable accommodation.
Responsibilities
- Leads, coaches, guides, and serves as a reference person to Customer Service and Customer Account Representatives (CSRs and CARs).
- Assists with strategic and tactical decision making in the daily operations of the department.
- Keeps abreast of management priorities and leads CSRs in direction when appropriate.
- Assists with design and implementation of training and quality assurance for department.
- Participates in the selection and hiring of CSRs and CARs.
- Obtains/maintains agent’s P&C producer’s license to provide all aspects of policy servicing within department scope.
- Assists customers with account access and questions regarding Shelter’s on-line sites.
- Handles incoming calls and emails from policyholders, claimants, agents, and other consumer contacts.
- Answers claims, policy, and underwriting questions within scope of authority.
- Receives and records first notice of loss.
- Troubleshoots and deescalates customer issues when possible and enters complaints into the tracking system when appropriate.
- Assists with building, documenting, and updating department knowledge material.
Preferred Qualifications
No preferred qualifications provided.
