Sr Flood Customer Service Representative (Hybrid)

Selective Insurance Company of America; Scottsdale (AZ); On-site; USD 53,000 - 68,000; Full time

Job summary

Selective Insurance seeks a detail-oriented professional to assist agents, insureds, and the CSR team with questions related to policy issuance, billing, and underwriting. The role involves processing underwriting tasks, endorsements, and ensuring FEMA guidelines are followed.

The position requires strong leadership and communication, with a night shift from 11:00 AM to 7:00 AM EST, on-site in Scottsdale, Arizona. Competitive benefits and total rewards accompany the base salary.

Qualifications

• Good understanding of underwriting criteria.
• Ability to supervise or lead a team.
• Strong communication skills.
• Excellent interpersonal and customer relations skills.
• Ability to manage multiple tasks with attention to detail.
• Must be able to work 11:00 AM - 7:00 AM EST.

Responsibilities

• Assist agents, insureds, mortgage companies, and CSR with questions about processing endorsements, policy issuance, and FEMA guidelines.
• Handle verbal and written correspondence with agents and insureds daily in a professional manner.
• Resolve billing, underwriting, and claims questions with internal teams and management as needed.
• Maintain knowledge of FEMA rules and underwriting standards to support processing and training.
• Collaborate with underwriting to enhance customer experience and retention.

Skills

Customer service

Underwriting

Leadership

Communication

Problem solving

Detail oriented

Time management

Education

High School diploma

Job description

About Us

At Selective, we don't just insure uniquely, we employ uniqueness.

Selective is a midsized U.S. domestic property and casualty insurance company with a history of strong, consistent financial performance for nearly 100 years. Selective's unique position as both a leading insurance group and an employer of choice is recognized in a wide variety of awards and honors, including listing in Forbes Best Midsize Employers in 2025 and certification as a Great Place to Work® in 2025 for the sixth consecutive year.

Employees are empowered and encouraged to Be Uniquely You by being their true, unique selves and contributing their diverse talents, experiences, and perspectives to our shared success. Together, we are a high-performing team working to serve our customers responsibly by helping to mitigate loss, keep them safe, and restore their lives and businesses after an insured loss occurs.

Overview

Responsible for assisting agents, insureds, mortgage companies, and customer service team with all of their questions relating to but not limited to application of ACH payments, billing questions, status of claims, status of applications or policy issuance, details of an in-force policy. In addition, responsible for the processing of various underwriting processes including but not limited to non-money endorsements, claim FNOL, collections, NSF processing, policy cancellations. All job duties and responsibilities must be carried out in compliance with applicable legal and regulatory requirements.

Responsibilities

• Assists the customer service team with questions, concerns, issues specific to processing non-money endorsements, cancellations, and reviewing/uploading required documentation to issue policies and meet customer’s needs. All processing must follow FEMA guidelines and internal time/accuracy standards.
• Handles verbal and written correspondence with agents and/or insured's daily per department standards. Communication must be done in a professional and courteous manor to support Selective’s corporate customer service standards. Manages customer inquiries from various sources including phone, e-mail, and fax.
• Answers questions or resolves problems of customer service reps and customers specific to billing, underwriting and claims issues. This requires a thorough knowledge of department operations; FEMA’s underwriting guidelines, and claim processes. Supports internal staff with their questions and needs as well. Seeks to obtain answers and additional information from Management or other areas of the department of company as needed.
• Maintains a full knowledge of FEMA rules, regulations and procedures specific to processing endorsements, new business, renewals and cancelations. Review internal reports to ensure that processing and phone standards are being met by the customer service team. Look for opportunities for improvements or potential performance issues. All items must be conveyed to the CSR Manager or higher.
• Works in unison with specified underwriting team to enhance the agency experience and maintain underwriting processing standards. Look for opportunities to grow premium and improve retention levels. Ensure that the customer service reps have complete understanding on the underwriting process and FEMA guidelines. Look for opportunities to enhance a CSRs knowledge and provide training as needed.
• Participation in automation enhancements or workflow improvements including suggestions for enhancements, testing, etc. Assist in the testing of the system relative to new enhancements.
• Be the expert on claim questions and assist the CSR team on answering claim questions. Look for opportunities for additional claims training.

Qualifications

Knowledge and Requirements

• Good understanding of underwriting criteria.
• Ability to supervise or lead a team.
• Excellent interpersonal skills with the commitment to work successfully in a team environment and foster teamwork.
• Strong communication skills.
• Exceptional customer relations skills to support strong customer service focus.
• Ability to manage multiple tasks and maintain the necessary attention to detail
• Organizational and planning skills.
• Problem solving and decision-making skills.
• Excellent PC skills Preferred: Office automation/keyboarding.
• Must be able to work 11:00 AM - 7:00 AM EST

Education and Experience

• High School diploma preferred
• 2+ years customer service or phone experience preferred
• 2+ years underwriting experience strongly preferred
• Strong leadership skills

Total Rewards

Selective Insurance offers a total rewards package that includes a competitive base salary, incentive plan eligibility at all levels, and a wide array of benefits designed to help you and your family stay healthy, achieve your financial goals, and balance the demands of your work and personal life. These benefits include comprehensive health care plans, retirement savings plan with company match, discounted Employee Stock Purchase Program, tuition assistance and reimbursement programs, and 20 days of paid time off. Additional details about our total rewards package can be found by visiting our benefits page. The actual base salary is based on geographic location, and the range is representative of salaries for this role throughout Selective's footprint. Additional considerations include relevant education, qualifications, experience, skills, performance, and business needs.

Pay Range

USD $53,000.00 - USD $68,000.00 /Yr.

Additional Information

Selective is an Equal Employment Opportunity employer. That means we respect and value every individual's unique opinions, beliefs, abilities, and perspectives. We are committed to promoting a welcoming culture that celebrates diverse talent, individual identity, different points of view and experiences – and empowers employees to contribute new ideas that support our continued and growing success. Building a highly engaged team is one of our core strategic imperatives, which we believe is enhanced by diversity, equity, and inclusion. We expect and encourage all employees and all of our business partners to embrace, practice, and monitor the attitudes, values, and goals of acceptance; address biases; and foster diversity of viewpoints and opinions.

For Massachusetts Applicants

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.