Sr Flood Customer Service Representative (Hybrid)

Selective Insurance; United States; Remote; USD 42,000 - 65,000; Full time

Job summary

Selective Insurance is hiring for a remote role focused on assisting agents, insureds, and mortgage companies with questions on applications, billing, claims, and policy issuance. You will coordinate underwriting tasks including endorsements, cancellations, and renewals, ensuring compliance with FEMA guidelines and internal standards.

The role requires strong leadership, excellent communication, and the ability to work with a diverse team across multiple channels.

Qualifications

• Requires leadership and customer service experience.
• Experience with underwriting is strongly preferred.
• Strong communication and interpersonal skills.
• Ability to supervise or lead a team and manage multiple tasks.

Responsibilities

• Assist agents, insureds, and mortgage companies with questions on applications, billing, claims, and policy issuance.
• Coordinate underwriting processes including endorsements, cancellations, and renewals in compliance with FEMA guidelines.
• Respond to inquiries via phone, email, and fax and maintain professional communication standards.
• Collaborate with underwriting to improve agency experience and retention.
• Participate in automation and workflow enhancements and assist in testing new features.

Skills

Leadership

Customer service

Communication

Team supervision

Multitasking

Attention to detail

Organizational skills

Problem solving

PC skills

Education

High School diploma

Tools

Office automation

Job description

Remote

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