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Supervisor, Customer Service

Company: AmTrust Financial Services, Inc.
Location: Boca Raton
Posted on: June 13, 2021

Job Description:

Overview

Motivating and developing a team of claims specialist and/or customer service agents. Undertaking training, coaching and development activities to help improve the quality of claims handling and customer service within their team. Ensuring registrations, claims and any other enquiries received from customers are dealt with efficiently. Dealing with any escalated enquiries from their team within the limits of their authority and to hold an expert knowledge for their designated product(s).

Responsibilities

People Management

  • Manage the day-to-day planning, operation and problem-solving of a team of agents to meet with the required service level standards.
  • Develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents.
  • Be an active part of the management team and to act as the communication conduit between front line staff and management. Ensure that any messages or strategies from management are accurately and appropriately delivered without dilution or alteration of the emphasis.
  • Responsible for the delivery of service level, quality and productivity targets within their teams.
  • Responsible for people management of their direct reports, including all HR related issues.
  • Responsible for sickness and holiday management within their teams.
  • Responsible for managing the schedule (after creation) to ensuring sufficient cover available during all opening hours.
  • Responsible for the training and development of staff.
  • Responsible for the motivation and leadership of their team.
  • Responsible for conducting a formal performance appraisal annually for each member of the team as well as regular (monthly) 1-2-1s.
  • Able to contribute to the initial hiring and selection process of their direct reports.

Product Management

  • Assist the Administration and Contact Centre Managers in achieving KPI's relating to both paperwork and telephone service levels.
  • Ensure direct reports are provided with information to allow them to process enquiries on designated products.
  • Identify training needs relating to programme or product awareness within the customer service team and produce training material to meet these needs.
  • Establish a good working relationship with the external colleagues to allow swift escalation of queries.

Claims

  • Ensure all telephone claims received by their team are processed proactively and efficiently within the limits of authority and in line with Company policy.
  • Ensure claimants are informed of the status of the claim - where a claim is rejected or adjusted; a full explanation of the reasons must be recorded on the claim file.
  • Respond to escalated claim enquiries.

General

  • To represent the company in professional and courteous manner to external customers whether orally or in writing.
  • To be cooperative with colleagues promoting good relations and ensuring the highest quality of service at all times to internal & external contacts.
  • To undertake any formal or informal training arranged by the company and attend meetings as and when required.
  • Undertake other departmental duties commensurate with own skill level and job description in other areas of Operations as and when required.
  • To ensure any issue that is over and above the limits of authority/scope of the job description are escalated immediately to the relevant manager.

Compliance

  • To conform to all company policies in force at all times e.g. the security of corporate information, electronic mail policy, and computer usage policy.
  • To conform to legislative and procedural policies in force at all times e.g. DPA requirements.
  • To ensure all property assigned is kept in good order with any faulty equipment being immediately reported to the relevant department.
  • To adhere to company dress policies and ensuring suitable standards of personal hygiene.
  • Ensure that direct reports are aware of, and conform to, all company policies in force (e.g. the security of corporate information, electronic mail policy, computer usage policy) and all legislative and procedural policies (e.g. Finance / Insurance Regulations, DPA requirements) at all times.

Qualifications

Qualifications

  • Holds a National Institute for Automotive Service Excellence certificate or equivalent in Motor Vehicle Engineering (Essential).

Experience

  • Previous Experience of working in a Motor Vehicle Engineering environment.
  • Evidence of working and managing in a Finance / Insurance regulated environment.
  • Full knowledge and understanding of the complaints procedure.
  • Experience of dealing with customers from a diverse customer base.
  • Evidence of working and managing in a customer focused environment.
  • Able to demonstrate excellent customer service.
  • People Management.
  • Experience of all aspects of individual and team performance management

Functional/Technical Competencies

  • Excellent verbal and written communication with the ability to communicate in a professional and positive manner.
  • Good relationship and networking skills with the ability to establish credibility, influence senior managers and build strong relationships.
  • Excellent people skills and a team player with a high level of customer focus and the ability to motivate, coach and develop individuals to support and deliver results.
  • Strong organisational and planning skills including the ability to work on a range of projects/tasks and to be able to establish priorities so that results are delivered and deadlines met.
  • High level of computer literacy/ IT skills including ability to effectively use MS Office products (specifically Word, Excel and PowerPoint).
  • High standard of personal presentation.
  • Enthusiastic, flexible, resilient and capable of using own initiative.
  • Ability to collect, collate, understand and evaluate information including financial data with good attention to detail.
  • Ability to identify concerns and problems, know how they should be resolved and ensure that they are not only resolved in a timely manner but to the satisfaction of all parties involved.
  • Flexibility will be required around working hours to ensure that deadlines and customer requirements are met.
  • Business focussed and commercially aware.
  • Passionate about providing an exceptional service.

What We Offer

AmTrust Financial Services offers a competitive compensation package and excellent career advancement opportunities. Our benefits include Medical & Dental Plans, Life Insurance, including eligible spouses & children, Health Care Flexible Spending, Dependent Care, 401k Savings Plans, Paid Time Off.

AmTrust strives to create a diverse and inclusive culture where thoughts and ideas of all employees are appreciated and respected. This concept encompasses but is not limited to human differences with regard to race, ethnicity, gender, sexual orientation, culture, religion or disabilities.

AmTrust values excellence and recognizes that by embracing the diverse backgrounds, skills, and perspectives of its workforce, it will sustain a competitive advantage and remain an employer of choice. Diversity is a business imperative, enabling us to attract, retain and develop the best talent available. We see diversity as more than just policies and practices. It is an integral part of who we are as a company, how we operate and how we see our future.

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Keywords: AmTrust Financial Services, Inc., Boca Raton , Supervisor, Customer Service, Other , Boca Raton, Florida

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