Retailer Support Specialist
Company: AmTrust Financial
Location: Melville
Posted on: October 23, 2024
Job Description:
Retailer Support Specialist
Job Locations
US-FL-TBD - US-United States
Requisition ID
2024-17718
Category
Specialty Risk
Position Type
Regular Full-Time
Overview
Respond to all inquiries via e-mail and general telephone received
from customers, dealerships and end users and provide a
consistently superior customer experience at all times by meeting
or exceeding our customer's expectations. Use expert knowledge to
perform tasks related to retailer support including dealer setup,
cancelation and transfer processing, user support in retailer
portal, rate questions and any other requests. Working closely with
the claims and field management team to receive, resolve and
respond to any escalations.
Responsibilities
Support and Customer Service
- To ensure all telephone calls and
requests are processed proactively and efficiently within the
limits of the policy and procedures manual.
- To ensure retailers are informed of the status of their request
and provided timely updates for requests that are not able to be
solved within the initial call or request. Ownership of resolution
from receipt of request to resolution with a high sense of
urgency.
- Manage all requests for cancelation quote, cancelation
processing and transfers within expected service targets and
following proper cancelation rules closely.
- Provide backup and support for claim payment processing with
the claims team. To deliver a consistently superior customer
experience, ensuring that we have met all the customer's needs,
answered all their questions and that then customer fully
understands our decisions.Responsible for achieving the individual
customer service targets set (i.e. Quality, AHT, and Break
targets).Dealing with all manner of customer payment enquiries
including, but not limited to, cancellations, registrations,
finance enquiries & policy amendments.Ensuring that sufficient
notes, of a suitable quality, are recorded on the core policy
system after every call or action.Ensuring that the complaints
procedure is followed where a complaint is made, including the
issuing of verbal final responses. General
Maintain a positive attitude towards
role and assume the positive intent of others. Where there is a
potential issue to raise this in an appropriate manor as soon as
possible to a suitable manager. To represent the company in
professional and courteous manner to external customers whether
verbally or in writing.To be cooperative with colleagues promoting
good relations and ensuring the highest quality of service at all
times to internal & external contacts.To undertake any formal or
informal training arranged by the company and attend meetings as
and when required.Undertake other departmental duties commensurate
with own skill level and job description in other areas of
Operations as and when required. Compliance
To conform to all company policies in
force at all times e.g. the security of corporate information,
electronic mail policy, computer usage policy.To conform to
legislative and procedural policies in force at all times.To ensure
all property assigned is kept in good order with any faulty
equipment being immediately reported to the relevant department.To
adhere to company dress policies and ensuring suitable standards of
personal hygiene.
Qualifications
Experience
- Previous Experience of working in a Third Party Administrator
or dealer support environment.
- Able to demonstrate excellent customer service skills.
- Previous customer service experience.
- Experience of dealing with customers from a diverse customer
base.
- Evidence of working in a customer focused environment.
- Demonstrate the ability to consistently maintain high quality
scores for all SLA's (service level agreements)
Functional/Technical Competencies
- Being an effective team player along with time management
skills.
- Evidence of regular and sustained support to the management
team. Core AmTrust Behavioural & Professional Competencies Results
Driven: Displays energy, determination and a sense of urgency to
get the job done; understands the importance of meeting deadlines
to achieve objectives; takes responsibility for organising own
workload to ensure goals are met; identifies barriers or issues
that might impact adversely on getting the job done and is
proactive and innovative in resolving problems and finding
solutions; strives for excellence. Adaptable & Open to Change:
Demonstrates a willingness to adapt and change according to
circumstances; is able to comfortably handle ambiguity and changes
in priorities; identifies the requirement to demonstrate
flexibility for the wider benefit of the department and the
business; supports change and the drive to continuously improve.
Relationship Management & & Customer Focus: Builds and maintains
strong internal and external customer and other relationships as
relevant to role; is able to effectively understand and support
customer needs while balancing business needs; takes responsibility
for meeting agreed service levels and other commitments.; strives
to deliver excellence and innovates to deliver solutions; ensures
that everything that they do complies with all Treating Customers
Fairly (TCF) principles. Risk Management: Is able to understand and
identify common types of business risks for their functional or
business area; actively supports the maintenance of an effective
control environment; takes timely remedial action as may be
required to prevent or minimise loss; proactively escalates risks
to the appropriate party; supports continuous improvement in the
management of risk. Collaboration: Demonstrates respect and
integrity in all collaboration with others; works with rather than
competes with others in the business to achieve company goals;
builds trust through open communication; adapts style and messaging
appropriately; seeks out and listens to the opinions of others;
supports team building and an inclusive culture that values
diversity. Continuing Professional Development: Proactively keeps
up to date with regulatory and professional changes; maintains the
required knowledge and skills to perform in post and undertakes all
required / mandatory training; ensures that annual learning and
development plans and Continuing Professional Development (CPD)
obligations are achieved. AmTrust Values: Able to demonstrate and
role model AmTrust's values: Excellence, Innovation, Integrity,
Responsibility, Inclusion and Teamwork. Conduct Rules: Acts at all
times in accordance with the Conduct Rules (as set out above).
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Keywords: AmTrust Financial, West Haven , Retailer Support Specialist, Other , Melville, Connecticut
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