Specialist I
Department:
Service Center
Typical Tenure for this Role:
1-3+ years
This is a merit-based promotion recognizing sustained high performance and mastery of current role competencies. Advancement is granted via Manager nomination and review, rather than a competitive application process.
Role Overview
Role Description
The Service Center Specialist I builds upon the foundational skills of the Associate role to become an expert resource for our personal lines insurance customers and their policies. You will deliver exceptional service and expert guidance to clients on behalf of our independent agency partners. In this advanced role, you maintain a thorough understanding of our core products, including auto, homeowners, and umbrella insurance, and consistently meet high performance standards.
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Note on Schedule: This is a full-time position. Operational hours are Monday–Friday, 8:00 AM to 7:00 PM. Shifts may be flexible based on departmental needs.
Key Skills & Competencies
The Specialist I role requires meeting or exceeding the expectations of the prior Associate role while stepping into a leadership and subject matter expert (SME) capacity for peers.
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SME & Resource: Serve as a resource for peer questions, escalations, and training. Provide support for high-priority processing requests and act as an SME for department projects and initiatives.
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Communication & De-escalation: Communicate effectively across multiple customer touchpoints and successfully manage and de-escalate complex customer interactions.
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Strategic Thinking: Bring forward process improvement ideas to enhance departmental efficiency.
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Sales Aptitude: Proactively find opportunities to add value to a policy and participate in outbound sales calling campaigns.
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Mentoring & Coaching: Act as a resource and mentor for new employees.
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Key Daily Tasks: Managing phone objectives, all back-end responsibilities (e.g., billing, reinstatements, endorsement processing), and quoting/selling in all six states.
KPIs
Performance is measured by consistently meeting the department's standards for quality, value, and availability:
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CSAT: 83%
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VALADD: 14%
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Available %: 65%
Role Development
Learning and Development
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Property and Casualty (P&C) Producer License: Required for the role.
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Experience/Education: 1–3 years of experience in personal lines insurance or equivalent education/training is preferred. A Bachelor's degree is also preferred.
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Additional insurance licensure, such as CIC, CISR, or CPCU, will further support career growth and specialized knowledge.
Guidelines for Promotion into this Role
To be considered for the Service Center Specialist I role, a candidate must be meeting or exceeding expectations of the prior role and demonstrate a clear capacity for leadership and expertise. Key indicators for promotion include:
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Consistently achieving or exceeding performance targets for CSAT, ValAdd, and Phone Availability.
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Serving as a reliable resource for peer escalations, training, and support in the team channel.
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Developing strong sales skills to successfully participate in outbound call campaigns.
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Having the P&C Producer License required for the role.
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Capability of participating in new hire training and peer coaching.
Beyond this Role
Common Next Roles
Similar Roles
Coming soon!