Customer Service Escalation Specialist

Position Summary: This position is part of our Operations Customer Service Team handling escalated and complex matters received via phone call and/or processing requests. This job requires making decisions that are outside our normal guidelines and require problem solving and troubleshooting skills. This position is not part of the New Business/Renewal Underwriting Department. Essential Functions: Handle escalated phone calls referred by our front-line customer service departments Research and make decisions on escalated transactions Research and make reinstatement decisions on policies canceled for non-payment Triage or respond to emails from other internal departments and make decisions as appropriate Respond in writing to customer questions and concerns Conduct quality reviews of customer service calls and transactional items Identify customer service and processing issues and trends, and recommend procedural changes with a focus on retention and the customer experience Identify system enhancement opportunities and provide recommendations Performs other duties as assigned#LI-Remote