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Customer Service Escalation Specialist

Employer
Windward Risk Managers
Location
Remote
Salary
Not Specified
Closing date
Apr 4, 2025
View more categoriesView less categories
Category
Customer Service, Underwriting
Job Type
Not Specified
Career Level
Not Specified
Workplace
Hybrid

Job Details

Position Summary:

This position is part of our Operations Customer Service Team handling escalated and complex matters received via phone call and/or processing requests. This job requires making decisions that are outside our normal guidelines and require problem solving and troubleshooting skills. This position is not part of the New Business/Renewal Underwriting Department.

Essential Functions:

Handle escalated phone calls referred by our front-line customer service departments Research and make decisions on escalated transactions Research and make reinstatement decisions on policies canceled for non-payment Triage or respond to emails from other internal departments and make decisions as appropriate Respond in writing to customer questions and concerns Conduct quality reviews of customer service calls and transactional items Identify customer service and processing issues and trends, and recommend procedural changes with a focus on retention and the customer experience Identify system enhancement opportunities and provide recommendations Performs other duties as assigned

#LI-Remote

Company

Windward Risk Managers is an MGA with headquarters in Boca Raton, Florida.   Windward Risk Managers proudly manages Florida Peninsula Insurance, Edison Insurance, and Ovation Home Insurance Exchange. Also included in our portfolio of companies are Florida Peninsula Claim Services, and The Windward Insurance Agency. We currently manage more than 260,000 policies with more than $1 Billion of in-force premium. One of our most important commitments is managing our financial stability in spite of the challenges of the Florida homeowners market. 

 

At WRM, our team members are the heart of our company and we actively appreciate, recognize, and reward them for their efforts. We offer competitive salaries, an outstanding benefits package, a relaxed work environment, and career development. Many positions offer flexible work arrangements including remote, hybrid, and onsite, depending on the role. This is a casual, family-oriented work environment with a long-term focus on shared success. 

 

Our Mission is to be the insurer Floridians choose to protect their homes by providing an exceptional customer experience.  We are committed to; A customer-focused and collaborative culture, Continuous innovation, Engaged team members with diverse perspectives, Long-term financial stability, Service to our communities, and Integrity and transparency in all we do. 

 

We are growing, innovating, and earned our "Great Place to Work" certification. 

 

Windward Risk Managers is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

 

 

 

Company info
Website
Telephone
561-994-8366
Location
903 NW 65th Street
Suite 200
Boca Raton
Florida
33487
United States

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