Quality & Insurance Specialist
Greater Boston Area
2 weeks ago
Be the first point of contact and subject matter expert for all CSC Insurance Producers for all product and technical inquiries.
Partner with Insurance Underwriters, both internal and external, to ensure we are providing the correct coverage for our customers.
Work directly with carriers to get answers to underwriting and appetite questions.
Implement trainings and tools to help agents be more effective Help define overall quality strategy and program.
Recommend training programs for individuals and teams around areas that we, as a team can be more effective.
Listen to calls to coach around opportunities to provide exceptional customer experience.
Ensure that our licensed insurance agents are adhering to all compliance and quality standards through call listening, as well as delivering an exceptional level of customer service.
Deliver coaching feedback to supervisors and/or agents on customer interaction performance.
Monitor and evaluate individual and team performance through regular call monitoring, feedback, and review meetings.
Analyze and report on data to better understand trends in the CSC.
Perform regular quality checks within the CSC.