Job Title

Retailer Support Specialist Job Locations US-FL-TBD | US-United States Requisition ID 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). Connect With Us! Not ready to apply? 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