POLICYHOLDER SERVICES LEAD REPRESENTATIVE

Essential Duties and Responsibilities

• Handle escalated customer calls and inquiries by phone, email, chat, and correspondence; receive payments for policy renewals, reinstatements, and continuations.
• Serve as a point of contact for Call Center Agents on policy questions and customer inquiries, and assist with unit operations in the supervisor’s absence.
• Assist with training new and current employees and provide guidance and support to Call Center Agents.
• Perform quality control reviews of Call Center Agents’ work for accuracy, completeness, and compliance with company procedures.
• Resolve customer complaints and service or billing issues, escalating to a supervisor or appropriate department when necessary.
• Advise customers on available payment options in accordance with insurance requirements, state regulations, and company guidelines.
• Process incoming correspondence and policy servicing requests, including endorsements, underwriting-related tasks, and cancellations; forward payments and documentation to the appropriate departments, and assist other departments with these tasks as needed.
• Prepare and process customer service letters, including letters of experience, billing histories, and account breakdowns.
• Document calls, inquiries, correspondence, and actions taken accurately in the appropriate systems and logs; maintain organized files.
• Serve as a primary contact for insurance producers and policyholders, providing professional and responsive service, including during stressful or demanding calls, with a focus on customer retention.
• Collaborate with peers and other departments to research inquiries, evaluate information, and determine appropriate resolutions.
• Respond to voicemail, phone, mail, email, and chat inquiries, generally within 24 hours.
• Meet required timelines and comply with company policies and applicable state and federal regulations.
• Accurately enter and retrieve data using a keyboard and 10-key
• Maintain regular and predictable attendance, and work overtime or outside the normal shift as business needs require.
• Perform other duties as assigned.

Qualifications

QUALIFICATIONS

• Proficiency with a computer and Windows-based desktop applications.
• Ability to manage multiple tasks in a high-volume, fast-paced environment.
• Strong analytical and organizational skills, with an understanding of P&C insurance and the ability to translate customer needs into policy handling and operational requirements.
• Excellent verbal and written communication skills, with the ability to work professionally with co-workers, customers, vendors, producers, and other insurance professionals.
• Self-motivated; able to work independently and as part of a team.
• Minimum typing speed of 40 WPM and average 10-key speed of 8,000 KPH.

Education or Experience

• High school diploma required and some college preferred
• 2-5 years related experience Demonstrated organization skills, working in an office environment.
• 1 year leadership experience preferred
• Auto Insurance related experience required.
• Experience with Live Chat highly desirable.

ADDITIONAL REQUIREMENTS

Analytical, Communication, and Reasoning Skills

• Ability to read, analyze, and interpret business documents, technical procedures, professional materials, and government regulations.
• Strong written and verbal communication skills, including the ability to prepare reports, correspondence, and procedural documentation, and effectively present information to managers, customers, vendors, and other stakeholders.
• Ability to analyze data, perform basic mathematical calculations such as percentages, premiums, commissions, and other business-related figures, and apply critical thinking to solve practical problems.
• Ability to interpret and follow written, oral, and process-based instructions while managing multiple variables in a dynamic work environment.
• Demonstrated problem-solving, organizational, and decision-making skills with attention to detail and accuracy.