Sr. Flood Customer Service Representative (Hybrid)

At Selective, we don't just insure uniquely, we employ uniqueness. 

Our Business  

Selective is a midsized U.S. domestic property and casualty insurance company with a history of strong, consistent financial performance for nearly 100 years. Selective's unique position as both a leading insurance group and an employer of choice is recognized in a wide variety of awards and honors, including listing in Forbes Best Midsize Employers in 2024 and certification as a Great Place to Work® in 2024 for the fifth consecutive year. 

Working at Selective 

At Selective, we don't just insure uniquely – we employ uniqueness. Employees are empowered and encouraged to Be Uniquely You by being their true, unique selves and contributing their diverse talents, experiences, and perspectives to our shared success. Together, we are a high-performing team working to serve our customers responsibly by helping to mitigate loss, keep them safe, and restore their lives and businesses after an insured loss occurs.  

Selective Insurance offers a total rewards package that includes a competitive base salary, incentive plan eligibility at all levels, and a wide array of benefits designed to help you and your family stay healthy, achieve your financial goals, and balance the demands of your work and personal life. These benefits include comprehensive health care plans, retirement savings plan with company match, discounted Employee Stock Purchase Program, tuition assistance reimbursement and programs, and paid time off plans. Additional details about our total rewards package will be provided during the recruiting process. 

• Assists the customer service team with questions, concerns, issues specific to processing non-money endorsements, cancellations, and reviewing/uploading required documentation to issue policies and meet customer’s needs.
• All processing must follow FEMA guidelines and internal time/accuracy standards.
• Handles verbal and written correspondence with agents and/or insured's daily per department standards.
• Communication must be done in a professional and courteous manor to support Selective’s corporate customer service standards. Manages customer inquiries from various sources including phone, e-mail, and fax.
• Answers questions or resolves problems of customer service reps and customers specific to billing, underwriting and claims issues.
• This requires a thorough knowledge of department operations; FEMA’s underwriting guidelines, and claim processes.
• Supports internal staff with their questions and needs as well. Seeks to obtain answers and additional information from Management or other areas of the department of company as needed.
• Maintains a full knowledge of FEMA rules, regulations and procedures specific to processing endorsements, new business, renewals and cancelations.
• Review internal reports to ensure that processing and phone standards are being met by the customer service team.
• Look for opportunities for improvements or potential performance issues. All items must be conveyed to the CSR Manager or higher.
• Works in unison with specified underwriting team to enhance the agency experience and maintain underwriting processing standards.
• Look for opportunities to grow premium and improve retention levels. 
• Ensure that the customer service reps have complete understanding on the underwriting process and FEMA guidelines. Look for opportunities to enhance a CSRs knowledge and provide training as needed.
• Participation in automation enhancements or workflow improvements including suggestions for enhancements, testing, etc.
• Assist in the testing of the system relative to new enhancements.
• Be the expert on claim questions and assist the CSR team on answering claim questions. Look for opportunities for additional claims training.

Requirements and Qualifications:

• Good understanding of underwriting criteria. Ability to supervise or lead a team.
• Excellent interpersonal skills with the commitment to work successfully in a team environment and foster teamwork.
• Strong communication skills.
• Exceptional customer relations skills to support strong customer service focus.
• Ability to manage multiple tasks and maintain the necessary attention to detail Organizational and planning skills.
• Problem solving and decision-making skills.
• Excellent PC skills preferred.
• Office automation/keyboarding.
• High School diploma preferred.
• 2+ years customer service or phone experience preferred 2+ years underwriting experience strongly preferred.  
• Strong leadership skills.
• Bilingual preferred.
• Hours worked will be 9:30-5:30 pm est.

The expected starting salary range for