What are the responsibilities and job description for the Customer Service Team Lead; Underwriting - Bilingual (Spanish) position at Responsive Auto Insurance Company?
Description
Location: Plantation, Florida
Department: Underwriting
Compensation: Competitive salary based on experience, plus benefits
About Responsive
Founded in 2007 and headquartered in Plantation, Florida, Responsive is a leading provider of personal auto insurance in Florida. We collaborate with thousands of agents from the industry’s most respected insurance agencies to deliver top-notch service and underwriting experiences. Responsive stands for making auto insurance simple, affordable, and hassle-free; a promise we deliver through innovation, feedback, and a commitment to excellence.
Why Join Responsive?
At Responsive, we’re committed to supporting our team with comprehensive benefits and a positive work environment, including:
- Employer-Paid Healthcare: Medical, dental, and vision plans with free preventative care.
- Retirement Savings: 401(k) with company match.
- Work-Life Balance: Generous PTO, holiday pay, and paid sick leave.
- Wellness Programs: Mental health support and wellness initiatives.
- Career Development: Training and growth opportunities in a collaborative environment.
What You’ll Do
As a Customer Service Team Lead - Underwriting, you will supervise the underwriting and customer service team, ensuring processes run efficiently and effectively. Your focus will be on optimizing workflows, maintaining quality assurance, and fostering a high-performing, service-oriented team culture. Key responsibilities include:
- Leading the team to meet or exceed goals, providing clear expectations, coaching and constructive feedback.
- Overseeing team schedules, assignments, training, and time-off planning.
- Managing customer and agent escalations with professionalism and problem-solving skills.
- Continuously improving processes, tools, and procedures to enhance productivity and service quality.
- Monitoring quality assurance to ensure compliance with underwriting guidelines.
- Collaborating with internal teams to align with company objectives and strategies.
- Contributing to strategic goals by analyzing operational data and proposing solutions.
- Supporting team career development through skill-building and mentoring.
Requirements
What We’re Looking For
- Education & Experience: Bachelor’s degree or equivalent underwriting experience; prior leadership experience required.
- Licensing: Active Florida 2-20 Resident General Lines License or ability to obtain within 90 days.
- Language Skills: Fluent in Spanish and English (written and verbal proficiency preferred).
- Skills: Strong organizational, analytical, and conflict-resolution skills; proficiency in Microsoft Office.
- Mindset: Adaptable, team-oriented, and committed to fostering a positive and productive work environment.
- Availability: Flexibility to work after hours or weekends as needed.
Our Culture
Responsive is a dynamic, inclusive workplace where integrity, innovation, and collaboration thrive. We foster an environment where employees are encouraged to:
- Adapt: Embrace change and continuously improve.
- Collaborate: Work transparently and respectfully with others.
- Engage: Show curiosity and a commitment to serving customers and teammates.
- Be Data-Driven: Leverage insights to drive decisions and improvements.
Responsive provides equal employment opportunities (EEO) to all employees and applicants, fostering a diverse and inclusive workplace.
