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Lead Policy Service Associate

Employer
Hallmark Financial Services, Inc
Location
Plano, Texas
Salary
Competitive Based Upon Experience
Closing date
Apr 1, 2019

View more

Category
Customer Service
Job Type
Full Time
Career Level
Experienced (Non-Manager)

Job Details

Who Are We?

Hallmark Financial Services, Inc. is a diversified specialty property/casualty insurer with offices in Dallas-Fort Worth, San Antonio, Chicago, Los Angeles and Atlanta. Hallmark markets, underwrites and services approximately half a billion dollars annually in commercial and personal insurance premiums in select markets. Hallmark is headquartered in Fort Worth, Texas and its common stock is listed on NASDAQ under the symbol "HALL."

Why Hallmark?

As Hallmark continues to grow, we strive to find talented, innovative and creative professionals to join our team. We offer very competitive compensation and benefit packages combined with a team atmosphere that encourages independent initiative and professional growth.

Our philosophy is simple. When you are happy and healthy as an individual, you work at your fullest potential. Hallmark seeks to provide the resources our employees need to succeed professionally and personally.

Voted one of DFW’s Best & Brightest Companies to Work For in 2017, 2018 & 2019!

Our Plano, Texas location is conveniently located off of the North Dallas Tollway with access to restaurants and shopping.

Position Title: Lead Policy Service Associate

Job Summary: Provide world-class customer service when handling inbound calls and/or live chats in a contact center environment. Assisting policyholders and agents by delivering timely, accurate and responsive information for both auto and renter’s lines of business. Independently solve problems of extensive scope and complexity. Identify, analyze and own customer policy needs to ensure high customer satisfaction, growth, and retention of business. Administer detailed underwriting duties and policy service processing on new and existing business. Act as the first contact for Policy Service Associates and Senior Policy Service Associates, mentoring and coaching those who need assistance with moderately complex issues.

Essential Duties and Responsibilities include the following. Other duties assigned as needed.

  • Be the subject matter expert in order to effectively respond to requests from policy associates, policy holders and agents regarding policy information, including: coverage or coverage definition inquiries, policy changes and quotes.
  • Answers incoming all calls, chats, emails and messages with a customer-focused philosophy for all customers, including, but not limted to: associates, agents, brokers and insureds. 
  • Execute critical thinking and sound judgment to resolve escalated issues of intermediate complexity from associates, policy holders and agents.
  • Administer detailed underwriting review and processing on new and existing business within established guidelines.
  • Support Supervisor in onboarding training for new team members.
  • Assist Supervisor with ensuring quality and processing standards are met within assigned team.
  • Responsible for conducting and following up on quality reviews.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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.

Education and/or Experience

High school diploma or equivalent with some college, or 2-4 years of related experience; insurance experience is preferred, or a minimum of 9 months experience as a Senior Policy Service Associate with HSPL. Maintain TX Genetal Lines P&C License and other states as required.

Knowledge/Skills

  • Demonstrated ability to build rapport with all contacts by maintaining a professional manner, resolving complex or hard to understand issues, as well as, diffusing escalated situations. 
  • Advanced written and verbal communication skills.
  • Detail oriented, highly organized, efficient, and able to multi-task.
  • Strong analytical and critical thinking skills
  • Must be able to type at least 25 wpm.
  • Ability to sit for prolonged periods of time.
  • Spanish language proficiency preferred.

Computer Skills

Basic Microsoft Office Skills

We offer:

  • Competitive Salary and Benefits Packages including 401(k)
  • Paid Time Off
  • Paid Training and P&C Licensing
  • Community Involvement- Volunteer Paid Time Off
  • Tuition Reimbursement program
  • Internal Job Opportunities program and much more!

 

Company

Hallmark Financial is a property and casualty insurance company with a diversified portfolio of insurance products written on a national platform. Through its six insurance subsidiaries, Hallmark Financial markets, underwrites and services commercial and personal insurance in select markets. Hallmark Financial is headquartered in Dallas, Texas and its common stock is listed on NASDAQ under the symbol “HALL”

As Hallmark continues to grow, we strive to find talented, innovative and creative professionals to join our team. We offer very competitive compensation and benefit packages combined with a team atmosphere that encourages independent initiative and professional growth. Our philosophy is simple. When you are happy and healthy as an individual, you work at your fullest potential. Hallmark seeks to provide the resources our employees need to succeed professionally and personally.

Company info
Website
Telephone
8004865616
Location
P.O. Box 250209
Plano
Texas
75025
US

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