Customer Service Specialist I

American Modern Insurance Group, Inc., a Munich Re company, is a widely recognized specialty insurance leader that delivers products and services for residential property – such as manufactured homes and specialty dwellings – and the recreational market, including boats, personal watercraft, classic cars, and more. We provide specialty product solutions that cover what the competition often can’t. We write admitted products in all 50 states and have a premium volume of $2.2 billion.

Headquartered in Amelia, Ohio, and with associates located across the United States, we are part of Munich Re’s Global Specialty Insurance division. Our employees receive boundless opportunity to grow their careers and make a difference every day - all in a flexible environment that helps them succeed both at work and at home.

Purpose:

To provide support and assistance for CSRs and Licensed Agents within the Customer Service Department. This role handles escalations such as State Complaints and Supervisor calls, as well as various tasks supporting the Customer Service Department, including partnering with other departments within the organization.

Roles and Responsiblities:

• Takes calls from frontline CSRs and licensed agents with questions regarding policy, process, and product information, provides appropriate coaching to ensure correct information is relayed to the customer or agent.
• Answers escalated calls from customers and agents serving as a Supervisor for the center.

• Partners with the Supervisors to provide coaching and mentoring for CSR’s and licensed agents.

• Ensures training concepts are retained and practiced across all skills with the department.

• Collaborates with fellow support teams to identify training opportunities.
• Oversee and facilitate weekly Stand Ups, and coordinate team schedules.
• Produces department reports such as the weekly Specialist snapshot and other reports needed by request.

• Handles customer inquiries and complaints from both internal and external partners. 

• Responds to State Complaints issued by the Department of Insurance and partners with Compliance to ensure accuracy.
• Complete individual tasks within an expected timeframe.
• Provide assistance to frontline calls and chats when needed to support business volume.

• Partners with Workforce Management to monitor the lines and skill associates as needed to reach SLA goals.
• Leverages interdepartmental communication and maintains collaborative partnerships.
• Participates in and encourages a positive team culture that fosters collaboration, teamwork, and communication

Requirements:

• Proficient system and product knowledge.
• Strong written and verbal communication skills.
• Advanced skills in Microsoft Office

Education and Experience:

• 1 year or more of American Modern Customer Service department experience.
• P&C License, knowledgeable in all Skillsets
• Meets-Exceeds performance objectives. Strong presentation & public speaking techniques.
• Must be able to multitask.
• Ability to deal with diversity & ambiguity with regard to associates, customers, & in difficult or sensitive situations.
• Strong leadership skills, coaching, & mentoring.
• Basic understanding of operational results.

At American Modern, a subsidiary of Munich Re, we see Diversity and Inclusion as a solution to the challenges and opportunities all around us. Our goal is to foster an inclusive culture and build a workforce that reflects the customers we serve and the communities in which we live and work. We strive to provide a workplace where all of our colleagues feel respected, valued and empowered to achieve their very best every day. We recruit and develop talent with a focus on providing our customers the most innovative products and services.  

We are an equal opportunity employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.