Specialist II

Department:

Customer Service

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

A Customer Service Specialist II handles advanced customer issues, providing in-depth support and resolving escalated concerns with a focus on efficiency and accuracy. They serve as subject matter experts within the team, mentoring junior staff and helping to optimize customer service processes while maintaining a high standard of service excellence.

Key Skills & Competencies

The focus for Specialist II is on Expertise, Operational Leadership, and System Mastery:

Leadership & Team Development:

Mentorship: Proven ability to formally Mentor Specialist I and Associate team members, contributing to their professional growth and skill development.
Emotional Intelligence: Applying high levels of Emotional Intelligence in all interactions, particularly when handling complex customer escalations or providing peer coaching.
Decision Making: Exercising sound Decision Making authority to resolve the most ambiguous or complex policy and procedural issues without supervision.

Advanced Product & Risk Expertise:

Care Plus Product Knowledge: Attaining advanced product expertise in complex lines, specifically (Care Plus) Personal Lines Homeowners and (Care Plus) Direct Flood insurance.
Sales & Value Strategy: Mastery of (Service Agility) Cross/Up Sell techniques to maximize value in complex customer accounts.

System & Process Mastery:

Underwriting System Proficiency: Expert-level knowledge of specialized internal systems, including (Service Agility) Underwriting 2.0, to accurately process high-level exceptions and support underwriting decisions.