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Home Self-Inspection Advocate

UPC Insurance

Location: Tampa, Florida
Type: Non-Remote
Posted on: April 13, 2021
This job is no longer available from the source.
Home Self-Inspection Advocate
Job Locations US-FL-Tampa
Overview
Summary: Engages with policyholders and agents over the phone within a call center to assist with the proper completion of a Home Self-Inspection from beginning to end and answer any related questions. Processes submitted inspections to ensure that they are processed timely, and that they meet underwriting guidelines.
A unique opportunity presents itself to work in the Client Experience Center for UPC Insurance in Tampa, Florida. Deliberately intended to redefine industry norms, this center will focus on creating a singularly unique experience for our agency partners and policyholders. Driven by the powerful belief that every interaction is an opportunity to deliver a phenomenal experience and transform their day for the better, we will invest in you and support you while working as part of a team to deliver on the promise of excellence.
Home Self-Inspection (HSI) Advocates will work directly with internal teams, our agency partners, and our policyholders to Keep the Promise® of UPC.
Responsibilities
Essential Duties/Responsibilities:
• Answer calls within a call center to assist customers with their Home Self-Inspections and answer any related questions while meeting service level requirements.
• Reviews home self-inspection photos and/or 4-point inspection reports.
• Makes determination to approve, modify, or decline a risk based upon the review of HSI photos, reports and corporate underwriting guidelines.
• Maintains accurate and detailed records of every customer interaction, including requesting and collecting required documentation.
• Communicates daily with agents and customers via telephone, internal memos, and email to assist in risk eligibility and rating.
• Builds influential relationships and trust within their team of colleagues through open and interactive communication to take tasks or issues to resolution.
• Embody the customer-engagement vision to support a culture based on transparency and positive behavior.
• Actively seeks feedback and consistently improve their performance as well as the performance of their team.
• Perform other duties as assigned by management.
Supervisory Responsibilities: None
Qualifications
Education and or Experience:
• Minimum one (1) year of Property and Casualty Underwriting experience preferred.
• Associate degree, with bachelor’s degree preferred, or demonstrated experience with at least 1-3 years in a similar position.
Required Skills:
• Service-oriented with excellent oral and written communication skills.
• High attention to detail and ability to identify and discern visual characteristics within images, diagrams, and photographs.
• Display a customer excellence mindset; understanding that the experience is more than just the transaction.
• A Growth Mindset:  Be a diligent learner, a self-starter with a collaborative approach, and a critical thinker that is naturally curious.
• Be a dynamic, clear communicator and influencer in conversation, through presentation, and in writing.
• Possess the ability to exude calm and positivity under pressure while resolving challenging situations with professionalism and care.
• Enjoy working in a fast-paced environment that experiences frequent change.
• Possess exceptional organizational, collaborative, and decision-making skills.
• Display excellent interpersonal skills while working with people that possess a wide variety of backgrounds and experiences.
• Ability to regularly and consistently prioritize tasks to manage effectively high workloads and work under pressure
• Ability to prioritize, plan, and organize responsibilities.
Competencies:
T o perform the job successfully, an individual should demonstrate the following behaviors:
• Thinking Skills: Gathers sufficient information to diagnose problems and before making decisions; obtains information to determine sources of problems, identifies information needed to solve problems, and analyzes alternative solutions.
• Customer Orientation: Sensitive & responsive to internal and external customer needs; demonstrates skills in customer service and satisfaction; maintains a positive attitude, willing to listen to customer concerns and seeks solutions; stays in tune with changing needs of customers.
• Interpersonal Style: (Interpersonal Skills, Communication, Teamwork); develops/ maintains effective working relationships; listens attentively to others; communicates ideas clearly (written & verbal); relates to people in an open/ sincere manner; participates effectively in meetings; assists in finding solutions as well as identifying problems. Able to maintain a calm and reliable demeanor in the face of challenges.
• Self-Management: (Adaptability/Flexibility, Stress Tolerance, Autonomy); adapts readily to changes in routine; works effectively in stressful situations; needs limited guidance and direction; is comfortable working in a fast-paced environment; is reliable and dependable; is results-oriented; maintains productivity and composure under pressure; views problems as opportunities to create solutions.
• Motivation/Initiative: Motivated and curious, willing to ask questions, research issues, take on new projects/assignments, brings new ideas to the table.
• Administrative Skills: Possesses the ability to organize and follow-through on multiple tasks, recognizes and attends to important details with accuracy and efficiency, effectively prioritizes work. Works to complete tasks, anticipate potential problems, and analyze alternative solutions.
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