Customer Services Team Leader

$25.59 minimum starting pay

Job Level: Individual Contributor

Shelter maintains broad salary ranges for its roles in order to account for variations in geographic location, education, training, skills, relevant work experience, business needs and market demands. Please remember that this is the minimum starting base pay only and does not consider other components that make up the total rewards package for the position.

What You Will Be Doing:

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.

Due to the duties and responsibilities of this position, a Criminal Background Check may be ordered on final candidates.

What We're Looking For:

• 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.

Shelter's uncompromising commitment to excellence doesn't stop with our customers. We recognize our employees are what make us a premier organization in the insurance industry. Shelter Employees enjoy such benefits as:

• Health, Dental, Voluntary Vision and Prescription Drug Insurance
• Savings and Profit Sharing 401(k)
• Paid Time Off for Sick and Personal Leave, Vacation and Holidays
• Vitality Wellness Program
• "Dress for Your Day" Dress Code
• Flexible Scheduling
• And much more!

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