Customer Experience Underwriter

The Customer Experience Underwriter is responsible for providing the best customer experience in the industry to all agent partners, policyholders and internal teammates alike. Teammates must embrace and exemplify our Mission, Vision, and Core Values. Teammates will be responsible for interpreting the NFIP and underwriting guidelines for our agents and policyholders clearly and accurately.

Essential Duties & Functions:

• Handle all incoming phone calls and chats with professionalism and accuracy. Providing the best overall customer experience possible. This includes processing any needed changes, following up appropriately and providing accurate information.
• Take payments over the phone.
• Use all available resources effectively to quickly locate internal procedures and NFIP/FEMA guidelines to ensure accuracy and adherence. This includes the NFIP FIM, OneSource and the School of Flood. Provide feedback to leadership for revisions.
• Cross train with peers and other departments.
• Partner with other departments, agents, and carriers to resolve issues and address needs.
• Review and issue All NB applications, any occupancy, construction type and rating method
• Process and issue endorsements and invoices when applicable.
• Process cancellations and invoices when applicable.
• Any premium bearing tasks including URCs, renewals, and cash corrections. Research policy payment and refund history.
• Provide support for Customer Care and Policy Administration when the business need arises
• Other duties as assigned to help achieve team goals.

Competencies:

• Strong customer service skills and a willingness to provide the best support for our customers in every interaction: phone calls, chats, emails and handling of all underwriting tasks.
• Must be proficient in all levels of FEMA/NFIP underwriting.
• Proficient with all policy administration systems (Hobbes/WIN), agent and insured websites, workflow management system (ImageRight), as well as phone and chat systems (Five9). As well as Workday for timecard and PTO management and intranet for both Wright and B&B.
• Have a proven track record of better meeting and maintaining a quality review score of 85% or better.
• Firm understanding of the FIM and other standard resource materials including OneSource.
• Ability to effectively communicate with professionalism and accuracy to both internal and external customers.
• Aptitude to learn multiple computer systems.
• Proficiency with MS Office Suite including MS Teams.
• Ability to work independently or in a team environment to achieve common goals.
• Must be able to adapt in an ever changing, fast paced environment where priorities will shift, or delays may be encountered.
• Stay current with all processing guidelines, FEMA updates. Teammates should also possess strong self-management skills, be trustworthy and adhere to all company policies of conduct while in the office or in a work from home environment.
• The teammate must always maintain a professional and courteous demeanor, especially in difficult situations as well as treat all customers and teammates with professionalism and respect.

Requirements:

• HS Diploma or equivalent
• AA Degree preferred but not required.
• Bi-lingual a plus but not required
• High volume call center experience
• The ability to work overtime at management discretion and business needs.
• Unless otherwise indicated, this is a Hybrid position so you will be required to work in the office as needed or scheduled.

Qualifications:

To perform this job successfully, teammates must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Physical Requirements Necessary on a Regular Basis:

• Manual dexterity, arm and upper body range of motion sufficient for use of a keyboard, mouse and telephone a minimum of 7-8 hours per day.
• Speech and hearing sufficient for in-person and telephone communication a minimum of 7-8 hours per day.
• Vision sufficient for use of a computer monitor.
• Ability to sit at a desk a minimum of 7-8 hours per day.

What We Offer:

• Excellent growth and advancement opportunities
• Competitive pay based on experience
• Paid Time Off (PTO)
• Generous benefits package: health, dental, vision, 401(k), etc.
• Employee Stock Purchase Plan
• Tuition Reimbursement
• Student Loan Repayment Program
• Shift differential for 10:00-7:00 and 11:00-8:00 shifts

Wright Flood is an Equal Opportunity Employer. We take pride in the diversity of our team and seek diversity in our applicants.