The Lead Insurance Specialist is responsible for delivering frontline customer service in Property & Casualty (P&C) insurance, managing complex relationships with clients, insured parties, and lenders. This role involves utilizing computer systems to update policy information, resolve premium discrepancies, and provide specialized support in advanced company products and services.

Key Responsibilities

• Handle a high volume of inbound calls from customers, insureds, lenders, and internal departments.
• Provide detailed information on coverage, billing, premiums, and procedures.
• Resolve complex issues and act as a point of reference for other team members.
• Coordinate team activities to meet service standards and deadlines.
• Update policy management systems to maintain data integrity.
• Serve as the contact point for escalated calls beyond standard scope.
• Train new employees and support staffing initiatives.
• Participate in special projects assigned by management.
• Conduct audits, account reconciliations, and document distribution.
• Utilize tools such as CentreVu, AT&T, IVR, and NICE to ensure service quality.

Required Skills and Abilities

• Excellent verbal and written communication skills.
• Leadership, coaching, and mentoring capabilities.
• Advanced proficiency in call center tools and service standards.
• Ability to identify improvement opportunities and propose solutions.
• Advanced knowledge in shift scheduling and personnel management.
• Ability to work under general supervision using judgment and experience.

Education and Certifications

• High school diploma or equivalent work experience.
• Required courses: Intro 20, INS 21, and INS 22.
• P&C license required within the first year.
• Completion of leadership and peer coaching courses.

Experience

• Minimum of 5 years of experience in Property & Casualty insurance.
• Advanced knowledge of company products, processes, and services.
• Previous experience supervising staff or similar functions.

At Assurant, we celebrate the differences that make us who we are. By assembling extraordinary teams from a variety of races, religions, sexual orientations, gender identities, ages, experiences, and abilities, we’re able to better reflect the global communities where we live and work. By working to remove barriers, we ensure equity for everyone. The pursuit of inclusion rests with each of us. Because it’s only by listening to and representing the unique voices of every individual that we can innovate for all.

For further information about Assurant, please visit our website: https://www.assurant.com/