Underwriting

A Customer Service Agility Specialist II is responsible for managing customer inquiries, resolving issues, and providing product or service information in a timely and professional manner. With advanced knowledge of company products, policies, and systems, they serve as a resource for both customers and team members. This specialist retains duties in the Customer Service phone queue but also receives training to support the Underwriting Team with UW project work, attending UW stand-ups and case studies. This deep cross-training ensures a high level of support across both departments and requires the specialist to obtain a P&C license. 

Key Skills & Competencies

The focus is on advanced knowledge, leadership, and performance mastery across multiple disciplines: 

Performance Mastery: 

• KPI Achievement: Meeting or exceeding 3 core KPIs as a Customer Service Representative. 

Expertise & Training: 

• System/Product Expert: Functions as an Expert with Plymouth Rock systems and product knowledge. 

• Peer Mentor: Acts as a Peer Mentor to guide junior team members. 

Cross-Functional Acumen: 

• Underwriting Support: Capability to handle UW project work and participate in underwriting discussions (stand-ups, case studies). 

KPIs