Sr Flood Customer Service Representative
Selective Insurance Company of America, Branchville, NJ, United States
Overview
Responsible for assisting agents, insureds, mortgage companies, and customer service team with all of their questions relating to but not limited to application of ACH payments, billing questions, status of claims, status of applications or policy issuance, details of an in‑force policy. In addition, responsible for the processing of various underwriting processes including but not limited to non‑money endorsements, claim FNOL, collections, NSF processing, policy cancellations. All job duties and responsibilities must be carried out in compliance with applicable legal and regulatory requirements.
Responsibilities
Assists the customer service team with questions, concerns, and issues specific to processing non‑money endorsements, cancellations, and reviewing/uploading required documentation to issue policies and meet customer’s needs. All processing must follow FEMA guidelines and internal time/accuracy standards.
Handles verbal and written correspondence with agents and/or insureds daily per department standards. Communication must be done in a professional and courteous manner to support Selective’s corporate customer service standards. Manages customer inquiries from various sources including phone, e‑mail, and fax.
Answers questions or resolves problems of customer service reps and customers specific to billing, underwriting and claims issues. This requires a thorough knowledge of department operations; FEMA’s underwriting guidelines, and claim processes. Supports internal staff with their questions and needs as well. Seeks to obtain answers and additional information from Management or other areas of the department of company as needed.
Maintains a full knowledge of FEMA rules, regulations and procedures specific to processing endorsements, new business, renewals and cancellations. Reviews internal reports to ensure that processing and phone standards are being met by the customer service team. Looks for opportunities for improvements or potential performance issues. All items must be conveyed to the CSR Manager or higher.
Works in unison with specified underwriting team to enhance the agency experience and maintain underwriting processing standards. Looks for opportunities to grow premium and improve retention levels. Ensures that the customer service reps have complete understanding of the underwriting process and FEMA guidelines. Looks for opportunities to enhance a CSR’s knowledge and provide training as needed.
Participation in automation enhancements or workflow improvements including suggestions for enhancements, testing, etc. Assists in the testing of the system relative to new enhancements.
Be the expert on claim questions and assist the CSR team on answering claim questions. Looks for opportunities for additional claims training.
Qualifications
Good understanding of underwriting criteria.
Ability to supervise or lead a team.
Excellent interpersonal skills with the commitment to work successfully in a team environment and foster teamwork.
Strong communication skills.
Exceptional customer relations skills to support strong customer service focus.
Ability to manage multiple tasks and maintain the necessary attention to detail.
Organizational and planning skills.
Problem‑solving and decision‑making skills.
Excellent PC skills. Preferred: Office automation/keyboarding.
Required to work the business hours of 12:00 – 8:00 pm EST.
Education and Experience
High School diploma preferred.
2+ years customer service or phone experience preferred.
2+ years underwriting experience strongly preferred.
Strong leadership skills.
Pay Range USD $58,000.00 – USD $75,000.00 / Yr.
Benefits Selective Insurance offers a competitive base salary, incentive plan eligibility at all levels, and a wide array of benefits including comprehensive health care plans, a retirement savings plan with company match, a discounted Employee Stock Purchase Program, tuition assistance and reimbursement programs, and 20 days of paid time off.
Equal Employment Opportunity Selective is an Equal Employment Opportunity employer. That means we respect and value every individual’s unique opinions, beliefs, abilities, and perspectives. We are committed to promoting a welcoming culture that celebrates diverse talent, individual identity, different points of view and experiences – and empowers employees to contribute new ideas that support our continued and growing success. Building a highly engaged team is one of our core strategic imperatives, which we believe is enhanced by diversity, equity, and inclusion. We expect and encourage all employees and all of our business partners to embrace, practice, and monitor the attitudes, values, and goals of acceptance; address biases; and foster diversity of viewpoints and opinions. For Massachusetts applicants, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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Responsibilities
Assists the customer service team with questions, concerns, and issues specific to processing non‑money endorsements, cancellations, and reviewing/uploading required documentation to issue policies and meet customer’s needs. All processing must follow FEMA guidelines and internal time/accuracy standards.
Handles verbal and written correspondence with agents and/or insureds daily per department standards. Communication must be done in a professional and courteous manner to support Selective’s corporate customer service standards. Manages customer inquiries from various sources including phone, e‑mail, and fax.
Answers questions or resolves problems of customer service reps and customers specific to billing, underwriting and claims issues. This requires a thorough knowledge of department operations; FEMA’s underwriting guidelines, and claim processes. Supports internal staff with their questions and needs as well. Seeks to obtain answers and additional information from Management or other areas of the department of company as needed.
Maintains a full knowledge of FEMA rules, regulations and procedures specific to processing endorsements, new business, renewals and cancellations. Reviews internal reports to ensure that processing and phone standards are being met by the customer service team. Looks for opportunities for improvements or potential performance issues. All items must be conveyed to the CSR Manager or higher.
Works in unison with specified underwriting team to enhance the agency experience and maintain underwriting processing standards. Looks for opportunities to grow premium and improve retention levels. Ensures that the customer service reps have complete understanding of the underwriting process and FEMA guidelines. Looks for opportunities to enhance a CSR’s knowledge and provide training as needed.
Participation in automation enhancements or workflow improvements including suggestions for enhancements, testing, etc. Assists in the testing of the system relative to new enhancements.
Be the expert on claim questions and assist the CSR team on answering claim questions. Looks for opportunities for additional claims training.
Qualifications
Good understanding of underwriting criteria.
Ability to supervise or lead a team.
Excellent interpersonal skills with the commitment to work successfully in a team environment and foster teamwork.
Strong communication skills.
Exceptional customer relations skills to support strong customer service focus.
Ability to manage multiple tasks and maintain the necessary attention to detail.
Organizational and planning skills.
Problem‑solving and decision‑making skills.
Excellent PC skills. Preferred: Office automation/keyboarding.
Required to work the business hours of 12:00 – 8:00 pm EST.
Education and Experience
High School diploma preferred.
2+ years customer service or phone experience preferred.
2+ years underwriting experience strongly preferred.
Strong leadership skills.
Pay Range USD $58,000.00 – USD $75,000.00 / Yr.
Benefits Selective Insurance offers a competitive base salary, incentive plan eligibility at all levels, and a wide array of benefits including comprehensive health care plans, a retirement savings plan with company match, a discounted Employee Stock Purchase Program, tuition assistance and reimbursement programs, and 20 days of paid time off.
Equal Employment Opportunity Selective is an Equal Employment Opportunity employer. That means we respect and value every individual’s unique opinions, beliefs, abilities, and perspectives. We are committed to promoting a welcoming culture that celebrates diverse talent, individual identity, different points of view and experiences – and empowers employees to contribute new ideas that support our continued and growing success. Building a highly engaged team is one of our core strategic imperatives, which we believe is enhanced by diversity, equity, and inclusion. We expect and encourage all employees and all of our business partners to embrace, practice, and monitor the attitudes, values, and goals of acceptance; address biases; and foster diversity of viewpoints and opinions. For Massachusetts applicants, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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