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Current Openings
What’s the Role?
As a Customer Care Representative, you’ll deliver an exceptional experience to customers, always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support. You’ll also provide support to your team members by serving as a resource or subject matter expert. Both are opportunities for you to identify and exceed our customer expectations by committing to and building strong relationships internally and externally.
A Day in the Life could include:
- Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers
- Handle escalated calls, resolving more complex customer issues in a one and done manner
- Answer incoming phone calls from Policyholders, Agents and Third-parties. Processing and identifying the type of assistance the customer needs.
- Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
- Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow – up with the member
- Research complex issues across multiple databases and work with support resources to resolve customer issues and / or partner with others to resolve escalated issues
- Meet the performance goals established for the position in the areas of: first call resolution, call quality, efficiency, provider satisfaction, and attendance
What You’ll Need to be a Top Candidate:
- Strong team-oriented interpersonal skills.
- Ability to contribute and collaborate as a team member while working proactively and independently
- Excellent presentation, persuasion, written, and interpersonal skills.
- Strong attention to detail, organizational skills, time management, and analytical skills
- Enthusiasm for growth, learning and developing new opportunities with the company as it launches new products and services
- Property and Casualty experience (Preferred)
Knowledge & Experience
- Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
- At least one year of Contact Center customer service experience with familiarity with multiple channels of customer contact (Phone, email, and the like)
- All new hires will be required to successfully complete the Customer Service training classes and demonstrate proficiency of the material
- Ability to work any 8-hour shift between the hours of 8:00 AM – 5:00 PM EST (Eastern Standard Time zone) from Monday – Friday including the flexibility to work occasional overtime based on business need
Education & Certifications
- Contact Center Operations: 1 years (Required)
- High School Diploma / GED (Required)
- 440 or 220 License preferred (if do not have license need to be able to get it after starting)
- Bi-Lingual is also a plus
Remote Work Requirements
- Required to have a dedicated work area established that should be separated from other living areas and provides information privacy
- Ability to keep all company sensitive documents secure (if applicable)
*This job is remote within Florida, with occasional travel to Tampa, FL headquarters*
Travel: Minimum, as required.
ADA: The above statements cover what are generally believed to be the principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of job duties.
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- Monday to Friday
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Referral program
- Vision insurance
- Work from home
Weekly day range:
- Monday to Friday
Work setting:
- Remote
Experience:
- P&C Insurance: 1 year (Preferred)
- Call center: 2 years (Preferred)
Work Location: Remote
What’s the Role?
As part of Loggerhead’s Information Technology (IT) team, the IT Business Analyst is the liaison between multiple business units and technology teams to define processes and identify process improvement opportunities. The IT Business Analyst will document stakeholder requirements, measure/monitor process efficiency, manage projects and actively participate in testing efforts. They are a key stakeholder in the implementation, testing, training, and communication efforts with vendors and business groups. This is a hands-on role which requires a mixture of technical abilities, excellent communication, and organizational skills to create alignment amongst multiple sponsors. This is a great opportunity for a self-motivated individual for personal growth with an emerging industry leader and be well positioned for further advancement within the organization!
A Day in the Life could include:
- Lead collaborative sessions to translate business strategies and objectives into business requirements while driving standardization across different business solutions.
- Lead requirement activities, structuring product backlogs into epics, features, user stories, and tasks to ensure the delivery of optimal business value.
- Identify requirements, problems, opportunities, and solutions, and then engage throughout the change lifecycle to ensure successful delivery and adoption.
- Interpret API documentation to identify solutions and learn business systems and processes.
- Develop, deliver, and evaluate training & supplemental materials.
- Conduct and facilitate acceptance tests for solutions with the user community, including developing of UAT test scenario and test scripts.
- Gather and analyze data in support of business cases, proposed projects, and systems requirements, utilizing various tools such as Wireframes, Design Templates, BRDs, FRDs, process maps, workflow diagrams, data mapping spreadsheets to ensure clarity and alignment with stakeholders.
- Develop meaningful and lasting relationships with partners for optimized systems integration and respond to questions and concerns from stakeholders.
- Conduct daily system analytics to maximize effectiveness and troubleshoot problems.
- Serve as thought leader for technical business processes.
- Work extensively in Azure DevOps, Asana, Visio, PowerBi, and Office 365 products to build requirements, managed projects and collaborate with stakeholders.
What You’ll Need to be a Top Candidate:
Qualifications
- Ability to develop strong relationships with key stakeholder and approach every challenge with a customer-centric approach.
- Ability to elicit, articulate and document process modeling, business requirements, description of business context using scenarios and user stories.
- Proven experience in overseeing the design, development, and implementation of cloud-based software solutions, systems, or products.
- Strong foundational knowledge of Agile Methodology in application, as well as Product Development and the Software Development Life Cycle.
- Demonstrated experience in working on a wide range of technical projects in a Business Analyst role.
- Demonstrated ability to facilitate large groups across multiple disciplines.
- 5 to 8 years’ experience of analyzing business problems, designing successful solutions, and supporting complex initiatives.
- Demonstrable experience of working and thriving in a fast-paced, dynamic environment with rapidly emerging requirements.
- Practical knowledge in importing data for use in report software, spreadsheets, graphs, and flow charts.
- Must have strong Business Process Analysis, written, presentation and communication skills.
- Stakeholder management and a proven ability to gain consensus and sign off.
- Ability to manage multiple projects in accordance with PMO standards and processes.
- Proven track record of successfully fulfilling the role of a Business Analyst within an insurance industry environment.
- Experience leveraging cloud solutions to accelerate business value driven projects.
- Ability to troubleshooting web-based technologies using tools such as Postman and DataDog.
- Ability to interpret and create API specifications.
- Ability to write, execute and interpret relational and non-relationship query languages.
Education & Certifications
- Bachelor’s Degree or equivalent experience.
Working Conditions:
- Hybrid work environment which splits time working remotely and at corporate headquarters.
- Required to work flexible hours and/or weekends as needed.
- Legal work authorization to work in the U.S. on a permanent and ongoing basis without the need for sponsorship now or in the future.
Travel: Minimum, as required.
ADA: The above statements cover what are generally believed to be the principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of job duties.
Job Type: Full-time
Benefits:
- 401(k)
- Health insurance
- Dental insurance
- Vision insurance
- Paid time off
- Referral Program
- Tuition Reimbursement
Work Location: Hybrid; Prefer candidates local to the immediate Tampa Bay area.