What are the responsibilities and job description for the Customer Service Escalation Specialist position at Florida Peninsural Insurance Company?
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
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