Customer Service Specialists – Billing Specialists

Join our expanding P&C Insurance Carrier client whom is seeking  Customer Service Specialists – Billing Specialists!

What You’ll Do:

• Lead and manage the Billing Customer Service team to ensure timely, accurate, and high-quality support.

• Oversee high-volume inbound calls, ensuring excellent customer service and adherence to service level goals.

• Resolve complex billing and underwriting-related issues while supporting team members with guidance.

• Train, coach, and develop staff through onboarding and ongoing learning initiatives.

• Monitor real-time team performance and implement strategies to improve efficiency and productivity.

• Handle escalated customer concerns and ensure prompt resolution.

• Collaborate with underwriting leadership on policies, process improvements, and operational strategies.

• Ensure compliance with company policies, regulatory standards, and quality expectations.

• Manage daily operations, including scheduling, task prioritization, and workflow adjustments.

• Conduct performance reviews, provide feedback, and address performance or conduct issues.

• Prepare and distribute performance and production reports.

• Participate in system enhancements, software testing, and process improvement projects.

• Foster a collaborative, accountable, and service-focused team culture.

What We’re Looking For:

• High school diploma or equivalent required (college degree preferred).

• 3+ years of experience in Property & Casualty insurance, customer service, sales, or call center operations.

• At least 1 year of management or supervisory experience.

• Active 4-40, 20-44, or 2-20 insurance license required.

• Strong leadership, coaching, and team development skills.

• Ability to manage high-volume operations and meet service level targets.

• Excellent problem-solving and decision-making abilities.

• Strong communication and interpersonal skills.

• Experience handling escalations and complex customer issues.

• Ability to analyze performance metrics and implement improvements.

• Familiarity with underwriting processes and guidelines (preferred).

• Professional designations (e.g., CPCU) are a plus.