Lead Policy Service Associate - Dallas, TX (75019)

Job Description: Position

Summary: Provide world-class customer service when handling inbound calls and/or live chats in a contact center environment.

Assisting policyholders and agents by delivering timely, accurate and responsive information for both auto and renters lines of business.

Independently solve problems of extensive scope and complexity.

Identify, analyze and own customer policy needs to ensure high customer satisfaction, growth, and retention of business.

Administer detailed underwriting duties and policy service processing on new and existing business.

Act as the first contact for Policy Service Associates and Senior Policy Service Associates, mentoring and coaching those who need assistance with moderately complex issues.

Job Duties Be the subject matter expert in order to effectively respond to requests from policy associates, policy holders and agents regarding policy information, including: coverage or coverage definition inquiries, policy changes and quotes.

Answers incoming all calls, chats, emails and messages with a customer-focused philosophy for all customers, including, but not limited to: associates, agents, brokers and insureds.

Execute critical thinking and sound judgment to resolve escalated issues of intermediate complexity from associates, policy holders and agents.

Perform with accuracy Credit Card and/or E-check payments, policy endorsements, policy holder requested cancellations, reinstatements, and document requests timely and accurately.

Administer detailed underwriting review and processing on new and existing business within established guidelines.

Adhere closely to assigned schedule with consistent reliability.

Ability to work various schedule including 10:00-7:00.

Support Supervisor in onboarding training for new team members.

Assist Supervisor with ensuring quality and processing standards are met within assigned team.

Responsible for conducting and following up on quality reviews.

Provide assistance with special projects and assignments.

Other duties as assigned.

Independence Decisions of intermediate to advanced complexity should be made independently within company guidelines.

Supervision No direct reports

Education,

Experience, Knowledge and Skills: Active TX General Lines P&C license and non-resident licenses.

High school diploma or equivalent with some college, or 2-4 years of related experience; insurance experience is preferred, or a minimum of 12 months experience as a Senior Policy Service Associate with HSPL.

Must be customer oriented with the ability to consistently maintain a pleasant phone demeanor, demonstrate patience with callers who are difficult to understand or are having problems grasping concepts, as well as have the ability and desire to diffuse and assist irate/difficult callers.

Advanced written and verbal communication skills.

Detail oriented, highly organized, efficient, and able to multi-task.

Strong analytical and critical thinking skills Must be able to type at least 25 wpm.

Ability to sit for prolonged periods of time.

Spanish language proficiency preferred.

Basic Microsoft Office skills.

Hallmark Financial Services is an equal opportunity employer.

We celebrate diversity and are committed to creating an inclusive environment for all employees.