Job Description
Wright Flood Jr. Underwriters are expected to provide 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:
- 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.
- 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.
- Make outgoing phone calls to agents to follow up on any missing documentation or discussion, as needed.
- Take payments over the phone, as needed.
- Provide support for phone calls and chats for Customer Care and/or Customer Experience when the business need arises.
- Partner with other departments, agents, and carriers to resolve issues and address needs.
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.
- Training in all levels of FEMA/NFIP underwriting.
- Training 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.
- Have continued improvement to meet and maintain a quality review score of 85% or better.
- Understanding of the Flood Insurance Manual 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.
- Teammate 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
- Insurance experience a plus but not required
- Call center experience
- The ability to work overtime at management discretion and business needs.
- Unless otherwise indicated, this is a Hybrid position, you will be required to work in the office as needed or scheduled.
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
Wright Flood is an Equal Opportunity Employer. We take pride in the diversity of our team and seek diversity in our applicants.
Job Tags
Shift work,