Specialist II
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 II is a senior-level expert responsible for supporting and retaining our personal lines insurance customers. In this highly proficient role, you deliver exceptional service, provide expert guidance to both customers and team members, and maintain a high-level, thorough understanding of our core products, including auto, homeowners, and umbrella insurance. As a Specialist II, you are viewed as a key contributor to operational excellence.
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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 II is a go-to resource for management and a peer leader, demonstrating advanced problem-solving skills and project leadership.
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Subject Matter Expert (SME): Serve as the primary resource for complex business segments (Direct & Partner business) and support management with escalations and complex project testing.
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Process Leadership: Lead departmental projects, initiatives, and the creation of new Standard Operating Procedure (SOP) documentation.
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Strategic Thinking: Support the co-development of process improvement ideas and apply high-level competence in product knowledge to solve complex situations.
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Communication & Agent Relations: Communicate confidently and effectively with Independent Agents on key Underwriting tasks and support lower-level employees. Handle call escalations.
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Mentoring & Coaching: Act as a peer mentor and trainer for both new and seasoned associates, possessing a proven ability to train new hires.
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Sales Aptitude: Participate in outbound calling campaigns and make recommendations on sales approaches to the team.
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Key Daily Tasks: Consistently meet or exceed all prior responsibilities (billing, reinstatements, endorsement processing, etc.).
KPIs
Performance is measured by consistently meeting the department's standards for quality, value, and availability, and having the capacity to manage diverse segments of work:
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CSAT: 83%
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VALADD: 14%
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Available %: 65%
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Flexibility: Can easily transition between different work and customer segments.
Role Development
Learning and Development
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Property and Casualty (P&C) Producer License: Required for the role.
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Additional insurance licensure, such as CIC, CISR, or CPCU, is highly valuable for continued professional development and expertise.
Guidelines for Promotion into this Role
Promotion to Specialist II requires an employee to be meeting or exceeding expectations of the prior role and demonstrating a high degree of confidence and leadership ability:
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Expertise: Proven ability to problem-solve complex situations and possesses a high level of competence regarding product knowledge.
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Leadership Readiness: Able to take on complex project work and initiatives in lieu of Team Leaders or Supervisors.
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Training Ability: Must have already been a new hire trainer or possess the clear ability to train peers in the future.
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Performance: Must be consistently achieving or exceeding targets for CSAT, ValAdd, and Phone Availability.