Retailer Support Specialist

Respond to all inquiries via e-mail and general telephone received from customers, dealerships and end users and provide a consistently superior customer experience at all times by meeting or exceeding our customer's expectations.

Use expert knowledge to perform tasks related to retailer support including dealer setup, cancelation and transfer processing, user support in retailer portal, rate questions and any other requests. Working closely with the claims and field management team to receive, resolve and respond to any escalations

Support and Customer Service

* To ensure all telephone calls and requests are processed proactively and efficiently within the limits of the policy and procedures manual.

* To ensure retailers are informed of the status of their request and provided timely updates for requests that are not able to be solved within the initial call or request. Ownership of resolution from receipt of request to resolution with a high sense of urgency.

* Manage all requests for cancelation quote, cancelation processing and transfers within expected service targets and following proper cancelation rules closely.

* Provide backup and support for claim payment processing with the claims team.

* To deliver a consistently superior customer experience, ensuring that we have met all the customer's needs, answered all their questions and that then customer fully understands our decisions.

* Responsible for achieving the individual customer service targets set (i.e. Quality, AHT, and Break targets).

* Dealing with all manner of customer payment enquiries including, but not limited to, cancellations, registrations, finance enquiries & policy amendments.

* Ensuring that sufficient notes, of a suitable quality, are recorded on the core policy system after every call or action.

* Ensuring that the complaints procedure is followed where a complaint is made, including the issuing of verbal final responses.

* Intake of ancillary and GAP claims requests, support approvals and validation of necessary documentation.

General

* Maintain a positive attitude towards role and assume the positive intent of others. Where there is a potential issue to raise this in an appropriate manor as soon as possible to a

suitable manager.

* To represent the company in professional and courteous manner to external customers whether verbally or in writing.

* To be cooperative with colleagues promoting good relations and ensuring the highest quality of service at all times to internal & external contacts.

* To undertake any formal or informal training arranged by the company and attend meetings as and when required.

* Undertake other departmental duties commensurate with own skill level and job description in other areas of Operations as and when required.

* Facilitate claims payment processing.

Compliance

* To conform to all company policies in force at all times e.g. the security of corporate information, electronic mail policy, computer usage policy.

* To conform to legislative and procedural policies in force at all times.

* To ensure all property assigned is kept in good order with any faulty equipment being immediately reported to the relevant department.

* To adhere to company dress policies and ensuring suitable standards of personal hygiene.

This job description is designed to provide a general overview of the requirements of the job and does not entail a comprehensive listing of all activities, duties, or responsibilities that will be required in this position. AmTrust has the right to revise this job description at any time.

Able to demonstrate excellent customer service skills.
• Previous customer service experience.
• Experience of dealing with customers from a diverse customer base.
• Previous Experience of working in a Third Party Administrator or dealer support environment.
• Demonstrate the ability to consistently maintain high quality scores for all SLA's (service level
• agreements)
• Proficient in MS Excel, Outlook, Word, SharePoint, email management.
• High accuracy/efficiency in data entry

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AmTrust Financial Services offers a competitive compensation package and excellent career advancement opportunities. Our benefits include: Medical & Dental Plans, Life Insurance, including eligible spouses & children, Health Care Flexible Spending, Dependent Care, 401k Savings Plans, Paid Time Off.

AmTrust strives to create a diverse and inclusive culture where thoughts and ideas of all employees are appreciated and respected. This concept encompasses but is not limited to human differences with regard to race, ethnicity, gender, sexual orientation, culture, religion or disabilities.

AmTrust values excellence and recognizes that by embracing the diverse backgrounds, skills, and perspectives of its workforce, it will sustain a competitive advantage and remain an employer of choice. Diversity is a business imperative, enabling us to attract, retain and develop the best talent available. We see diversity as more than just policies and practices. It is an integral part of who we are as a company, how we operate and how we see our future.