Description

Assurant is looking for a Lead Agent to join our dynamic team.  We are a fast-paced, energetic environment where you help drive the results. You will partner with other Leads to monitor operations and ensure service standards are met, while providing guidance and support to the frontline call center staff. Lines of business supported include Manufactured Home, Condo, Homeowners, Classic Car and Insurance Tracking. You will also facilitate onboarding through the completion of reviews, roleplays and certifications. Brainstorming, strong open communication, and collaboration with your team members are essential for success.

Key Responsibilities:

• Support new hire onboarding through reviews, roleplay, and the execution of certifications.

• Respond to inquiries and provide coaching with call center staff, while fostering an environment of engagement.

• Guide frontline staff in following departmental guidelines and procedures.

• Utilize advanced methods to research and resolve complex issues and respond to call center staff inquiries.

• Support management with the implementation of company and regulatory requirements and resolution management.

• Handle escalated issues via chat, email and/or phone.

• Maintain the Lead email boxes by reviewing and following up on all correspondence and ensuring resolution.

• Collaborate with other team members to achieve department goals and deadlines and maintain excellent customer experience.

• Analyze situations and use critical thinking and judgment to make difficult decisions when needed.

• Support strategic work projects and skill growth opportunities as appropriate.

• Prioritize and manage workflow to ensure responsibilities are balanced and deadlines are met.

• Identify areas that require improvement and recommend suitable solutions.

• Navigate a computerized data entry system, internet, and/or other relevant applications and programs utilized in the call center for tracking, information gathering, troubleshooting and transaction processing.

• Complete mandatory licensure continuing education and other training sessions as appropriate.

• Remain positioned and well informed of changes implemented that affect your work. 

Required Qualifications

• High school diploma or GED

• One (1) plus year of call center related experience

• Solid computer, grammar, and multi-tasking skills

• Must possess a Property & Casualty or Personal Lines insurance license

• Ability to become appointed/licensed as a non-resident agent in all applicable states.

Preferred Qualifications:

• 1-2 year of call center/insurance experience

• 1-year supervisory experience preferred

• Strong analytical, listening, problem-solving, and negotiating skills

• Ability to thrive in a fast-paced environment

• Detail-oriented with a commitment to excellence

• Ability to prioritize tasks with shifting deadlines and work on multiple projects simultaneously

• Excellent oral and written communication skills, ability to communicate effectively with all levels of the organization internally and externally

Pay Range:

$20.03 - $33.05

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

Expected application deadline is

08/01/2024

If date is blank then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 13 countries and awarded the Fortune America’s Most Innovative Companies recognition in 2023, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.