UPC Insurance

Home Self-Inspection Advocate

Job Locations US-FL-Tampa

Overview

Summary: As a Home Self-Inspection Advocate, you will have the opportunity to learn new skills within the insurance industry. You will be reviewing and processing an inspection questionnaire for customers seeking to obtain property insurance for their home. In this role, you are trained and empowered to make critical decisions that ensure the best possible customer experience. An expert in guiding customers through the inspection process, answering questions, and advising the best next steps for insurance agents and customers. A great next step for those looking to develop skills and grow their career within the world of underwriting.

 

A unique opportunity presents itself to work in the Client Experience Center for UPC Insurance in Tampa, Florida. Deliberately intended to redefine industry norms, this center will focus on creating a singularly unique experience for our agency partners and policyholders. Driven by the powerful belief that every interaction is an opportunity to deliver a phenomenal experience and transform their day for the better, we will invest in you and support you while working as part of a team to deliver on the promise of excellence.

 

Home Self-Inspection (HSI) Advocates will work directly with internal teams, our agency partners, and our policyholders to Keep the Promise® of UPC. 

Responsibilities

Essential Duties/Responsibilities:

  • Answer calls within a call center to assist customers with their Home Self-Inspections and answer any related questions while meeting service level requirements.
  • Reviews home self-inspection photos and/or 4-point inspection reports.
  • Makes determination to approve, modify, or decline a risk based upon the review of HSI photos, reports and corporate underwriting guidelines.
  • Maintains accurate and detailed records of every customer interaction, including requesting and collecting required documentation.
  • Communicates daily with agents and customers via telephone, internal memos, and email to assist in risk eligibility and rating.
  • Builds influential relationships and trust within their team of colleagues through open and interactive communication to take tasks or issues to resolution.
  • Embody the customer-engagement vision to support a culture based on transparency and positive behavior.
  • Actively seeks feedback and consistently improve their performance as well as the performance of their team.
  • Perform other duties as assigned by management.

Supervisory Responsibilities: None

Qualifications

Education and or Experience:

  • Minimum one (1) year of Property and Casualty Underwriting experience preferred.
  • Associate degree, with bachelor’s degree preferred, or demonstrated experience with at least 1-3 years in a similar position.

Required Skills:

  • Service-oriented with excellent oral and written communication skills.
  • High attention to detail and ability to identify and discern visual characteristics within images, diagrams, and photographs. 
  • Display a customer excellence mindset; understanding that the experience is more than just the transaction.
  • A Growth Mindset:  Be a diligent learner, a self-starter with a collaborative approach, and a critical thinker that is naturally curious.
  • Be a dynamic, clear communicator and influencer in conversation, through presentation, and in writing.
  • Possess the ability to exude calm and positivity under pressure while resolving challenging situations with professionalism and care.
  • Enjoy working in a fast-paced environment that experiences frequent change.
  • Possess exceptional organizational, collaborative, and decision-making skills.
  • Display excellent interpersonal skills while working with people that possess a wide variety of backgrounds and experiences.
  • Ability to regularly and consistently prioritize tasks to manage effectively high workloads and work under pressure
  • Ability to prioritize, plan, and organize responsibilities.

Competencies:

To perform the job successfully, an individual should demonstrate the following behaviors:

 

  • Thinking Skills: Gathers sufficient information to diagnose problems and before making decisions; obtains information to determine sources of problems, identifies information needed to solve problems, and analyzes alternative solutions. 
  • Customer Orientation: Sensitive & responsive to internal and external customer needs; demonstrates skills in customer service and satisfaction; maintains a positive attitude, willing to listen to customer concerns and seeks solutions; stays in tune with changing needs of customers.
  • Interpersonal Style: (Interpersonal Skills, Communication, Teamwork); develops/ maintains effective working relationships; listens attentively to others; communicates ideas clearly (written & verbal); relates to people in an open/ sincere manner; participates effectively in meetings; assists in finding solutions as well as identifying problems. Able to maintain a calm and reliable demeanor in the face of challenges.
  • Self-Management: (Adaptability/Flexibility, Stress Tolerance, Autonomy); adapts readily to changes in routine; works effectively in stressful situations; needs limited guidance and direction; is comfortable working in a fast-paced environment; is reliable and dependable; is results-oriented; maintains productivity and composure under pressure; views problems as opportunities to create solutions.
  • Motivation/Initiative: Motivated and curious, willing to ask questions, research issues, take on new projects/assignments, brings new ideas to the table.
  • Administrative Skills: Possesses the ability to organize and follow-through on multiple tasks, recognizes and attends to important details with accuracy and efficiency, effectively prioritizes work. Works to complete tasks, anticipate potential problems, and analyze alternative solutions. 

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