Team Lead, Customer Care - Glastonbury, United States - Crum & Forster

Crum & Forster

Verified Company

Glastonbury, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Crum & Forster Company Overview:

Crum & Forster (C&F) with a proud history dating to 1822, provides specialty and standard commercial lines insurance products through our admitted and surplus lines insurance companies.

C&F enjoys a financial strength rating of "A" (Excellent) by AM Best and is proud of our superior customer service platform.

Our claims and risk engineering services are recognized as among the best in the industry.

Our most valuable asset is our people: more than 2000 employees in locations throughout the United States.

The company is increasingly winning recognition as a great place to work, earning several workplace and wellness awards, including the October 2022 Great Place to Work Award for our employee-first focus and our steadfast commitment to diversity, equity and Inclusion.

Since 2000, Crum & Forster's Accident & Health division (A&H) has offered a diverse portfolio of specialty insurance and reinsurance products nationwide.

We place a strong focus on product development and creative distribution methods, along with excellent client service and support.

In addition to our robust domestic portfolio, which spans both special risk and medical solutions, A&H works on an international basis through various partnerships.

Our global capabilities provide our partners with even broader flexibility in underwriting solutions.

The qualities and capabilities of Crum & Forster Accident & Health demonstrate our philosophy of building meaningful, long-term partnerships and our dedication to providing alternative strategies in an ever-changing insurance market.

Travel Insured International (TII), a Crum & Forster company, is hiring for a Customer Service Team Lead.

Travel Insured International is a leading travel insurance provider with more than 25 years in business.

As a key component of our Small Business Unit, within the Accident & Health division, TII provides travel protection plans to help each individual travel confidently.

Travel Insured International is proud to offer products to consumers and to agency partners of all sizes. We're committed to providing dependable coverage, great value, and end-to-end satisfaction for all customers.

Job Description:

What you will do:

Supports department management team as needed. This includes but is not limited to the dissemination of information, training, coaching and other quality assurance activities. Leverage reporting tools and dashboards to provide guidance on KPI's
Model high standards of delivering and promoting excellent customer service to surpass expectations for our external and internal customers
Provides real time support to coach staff with phones and chats as Point of Contact
Responsible, consulted or informed on escalations, exception reviews and manager callbacks for business center and department
Actively participates as a Champion in SCRUM meetings and Leadership Development Team
Identifies and documents knowledge and communication gaps within channel, along with recommended solutions
Provides leadership and guidance, acting as a SME to business center team members as a group or oneonone depending on need
Participates in project or release activities related to Business Center. This could include but is not limited to bug prioritization, requirement gathering meetings and user acceptance testing
Partners with TII Trainer on new or refresher modules for staff
Routinely Partner with department manager and or supervisor for performance related activities
Meets with department head weekly/biweekly to review goals, deadlines or potential impediments

What YOU will bring to C&F:

Clearly articulate ideas and thoughts verbally and in writing
Promote active listening and contributes appropriately to conversations
Demonstrate the ability to cooperate with a variety of people and achieve results
Establish responsible deadlines and personal work plans; manages time and prioritizes multiple tasks effectively
Champions change. Able to readily adapt to shifting priorities and rapid change due to multiple demands
Exhibit strong critical thinking, problemsolving, and decisionmaking skills
Demonstrate strong leadership skills

Requirements:

Bachelor's degree or equivalent work experience
Strong knowledge of agile and company principles, as well as processes for business unit
Adhere to defined project standards, understands the necessity and applies them consistently
Proficient in Microsoft Office suite

What C&F will bring to you:

Competitive compensation package
Generous 401K employer match
Employee Stock Purchase plan with employer matching
Generous Paid Time Off
Excellent benefits that go beyond health, dental & vision. Our programs are focused on your whole family's wellness including your physical, mental and financial wellbeing
A core C&F tenant is owning your career development so we provide a wealth of ways for you to keep learning, including tui