Job Type Full-timeDescriptionAbout Responsive Founded in 2007 and headquartered in Plantation, Florida, Responsive is a leading provider of personal auto insurance in Florida. We partner with thousands of agents representing the industry's best and most respected insurance agencies to deliver a top-notch service and claims experience. But Responsive is more than just our name-It's a promise to make auto insurance simple, affordable, and hassle-free. We regularly ask our employees, agents, and customers for feedback. It's how we make good on our mission: to continue raising the bar for service in auto insurance. What You Will Do As an Underwriting Customer Service Team Leader, you will supervise the underwriting and customer service team, ensuring that all processes are conducted efficiently and effectively. You will plan, organize, supervise and evaluate the performance of the team. You will develop, implement and monitor work plans to achieve Company's business priorities. This role requires the team leader to continually work to improve work processes, procedures and tools applicable to team responsibilities in order to achieve Company goals. You will manage the quality assurance to ensure customer service standards are met and underwriting processes are performed within approved Company underwriting guidelines. You will provide leadership to create and foster a high performing, positive, service-oriented work environment. The ideal candidate will possess strong organizational, time management and conflict resolution abilities. Essential Duties include:
- Leads the team to achieve or exceed goals and objectives. Communicates job expectations clearly. Plans and monitors results, including coaching, supporting, and providing constructive feedback to employees.
- Demonstrates a continuous capacity to learn, adapt, and innovate as business conditions and needs change.
- Identifies business issues and opportunities. Determines the financial and operational breadth of the opportunity and then creates systems or processes to address the situation. Follows through by building support for recommended solutions and then the necessary documentation and change requests to implement these solutions.
- Builds our team by recruiting, selecting, and training employees in a safe and secure work environment.
- Manage employee work schedules including assignments, training, vacations and paid time off.
- Contributes to the creation of strategic goals by gathering pertinent business, financial, service, and operations information.
- Maintains quality service by establishing and implementing customer service standards, analyzing and resolving quality and customer service challenges, and recommending process improvements.
- Appropriately communicates information through department meetings, one-on-one meetings, and appropriate communication.
- Develops critical skillsets of their team as well as assisting their team with career development goals.
- Handles customer and agent escalations.
- Contributes to business goals, performance metrics, and effectively uses tools and technology.
- Supports workload surges and/or catastrophe operations to include working significant overtime during designated catastrophe events.
- Partners with internal resources to facilitate operations.
Position Details This full-time position is open to experienced candidates with compensation and job responsibilities based on experience and skill set.
- This position is located in Plantation, Florida (on site)
- Applicants must be willing to complete tasks outside of formal job requirements.
- A generous benefits package is offered.
RequirementsMinimum Requirements
- Bachelor's degree or equivalent underwriting work experience.
- Demonstrated leadership abilities.
- Must be a team-oriented individual to work with clients, other team members, and internal partners.
- Availability to work, when appropriate, after hours and on the weekend.
- Excellent verbal and written communication skills.
- Bilingual English / Spanish verbal and written.
- Current Florida 2-20 Resident General Lines license or ability to obtain within initial 90 days.
- Demonstrated knowledge of Microsoft Office products.
- Enjoys working in a fast-paced environment and easily acclimates to changes in process/systems for overall improvement of the organization.
- Strong analytical and problem-solving skills.
- Ability to learn new technologies.
Responsive evaluates candidates using a variety of methods including interviews, work simulations, problem-solving exercises, and writing assessments. The Responsive Offer In addition to a friendly, collaborative environment, we offer a competitive benefits package, training, and ongoing growth opportunities including:
- 401(k)
- Medical, dental & vision, including free preventative care
- Wellness & mental health programs
- Health savings accounts with company contributions & life insurance options
- Paid time off
- Holiday pay
- Paid and unpaid sick leave, where applicable, as well as short & long-term disability
- Diverse, inclusive & welcoming culture
- Career development
How to Apply Use the Apply button at the top of the page to upload a cover letter explaining your interest in this position and a current resume and complete the application process. The Responsive Culture: At Responsive, we know we're only as good as our people, which is why we value integrity and humility. We also give our employees the freedom to make common-sense decisions and offer new opportunities for growth and movement across all our departments. You'd join a dynamic team of people who are:
- Adaptable: As the industry evolves, we embrace change instead of simply coping with it. New approaches and technologies? No problem.
- Collaborative: We accept personal responsibility and accept feedback from one another. We give and take suggestions respectfully and transparently.
- Engaged: We are curious and motivated to humbly serve our fellow team members and customers. We are open to new training opportunities and recognize that putting good ideas into action provides value to our customers.
- Data-Driven: To protect our capital and stakeholders while boldly seizing market opportunities, we make decisions after we collect and analyze facts. We also use data to learn lessons from both our successes and our mistakes.
Responsive provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, or domestic partner status.