Crum & Forster Company Overview

Crum & Forster (C&F) with a proud history dating to 1822, provides specialty and standard commercial lines insurance products through our admitted and surplus lines insurance companies. C&F enjoys a financial strength rating of "A" (Excellent) by AM Best and is proud of our superior customer service platform. Our claims and risk engineering services are recognized as among the best in the industry.

Our most valuable asset is our people: more than 2000 employees in locations throughout the United States. The company is increasingly winning recognition as a great place to work, earning several workplace and wellness awards, including the October 2022 Great Place to Work® Award for our employee-first focus and our steadfast commitment to diversity, equity and Inclusion.

C&F is part of Fairfax Financial Holdings, a global, billion dollar organization. For more information about Crum & Forster, please visit our website: www.cfins.com.

Since 2000, Crum & Forster’s Accident & Health division (A&H) has offered a diverse portfolio of specialty insurance and reinsurance products nationwide. We place a strong focus on product development and creative distribution methods, along with excellent client service and support.

In addition to our robust domestic portfolio, which spans both special risk and medical solutions, A&H works on an international basis through various partnerships. Our global capabilities provide our partners with even broader flexibility in underwriting solutions.

The qualities and capabilities of Crum & Forster Accident & Health demonstrate our philosophy of building meaningful, long-term partnerships and our dedication to providing alternative strategies in an ever-changing insurance market.

Travel Insured International (TII), a Crum & Forster company, is hiring for a Customer Service Supervisor.

Travel Insured International is a leading travel insurance provider with more than 25 years in business. As a key component of our Small Business Unit, within the Accident & Health division, TII provides travel protection plans to help each individual travel confidently. Travel Insured International is proud to offer products to consumers and to agency partners of all sizes. We're committed to providing dependable coverage, great value, and end-to-end satisfaction for all customers.

The highly motivated, team-oriented Supervisor oversees the intraday operations of assigned teams. They will possess strong leadership, critical thinking skills, and a passion for innovation and motivation. They are responsible for measuring and providing appropriate performance feedback, assisting in the implementation of improvement projects, assisting with customer escalations, and providing ongoing support to teams. Supervisors will be expected to maintain team performance and quality standards based on established metrics and benchmarks.

Job Description

What you will do:

• Lead by example; set the bar for service standards as a leader of the business unit.
• Model high standards of delivering and promoting excellent customer service to surpass expectations.
• Lead the team to embrace and adapt progressive change within the department and company.
• Provide resolution on escalated customer inquiries.
• Assist with interviews and hiring for Customer Care Specialist and Team Lead roles.
• Influence the design and delivery of training programs for new team members and existing staff.
• Influence strategic improvement initiatives in support of the customer experience, including our quality program, case management, and representative development.
• Serve as a liaison between associates and other teams/departments in order to ensure efficiency through such means as process evaluation.
• Support hiring, development, and performance management of staff. Conducts quarterly CITE (performance) reviews.
• Demonstrate effective coaching with employees to ensure high levels of engagement, effectiveness as a cohesive team, attainment of departmental goals, and promotion of the TII culture.
• Perform other related duties as needed

What YOU will bring to C&F:

• Superb written and oral communication skills that transcend analytical, facilitation, coaching, negotiation, problem solving, and training responsibilities
• Ability to readily adjust to multiple demands and constituencies, shifting priorities, and rapid change
• Demonstrated ability to critically think by analyzing data and problem-solving data to reach a well-reasoned solution
• Strong working knowledge of current phone systems and call center technology to effectively drive positive results
• Learning agility; open to new ways of thinking and acquiring new skills and processes to retain our competitive advantage

Requirements:

• Bachelor’s degree or equivalent experience required, plus a minimum of 3 years of related experiences
• 1-2 years’ prior Leadership experience (within a call center preferred)
• Knowledge of insurance and/or financial industry preferred
• Effective use of quantitative and financial information to monitor overall call center performance
• Experience with support channels including telephone, email, and chat

What C&F will bring to you

• Competitive compensation package
• Generous 401K employer match 
• Employee Stock Purchase plan with employer matching
• Generous Paid Time Off
• Excellent benefits that go beyond health, dental & vision. Our programs are focused on your whole family’s wellness including your physical, mental and financial wellbeing
• A core C&F tenant is owning your career development so we provide a wealth of ways for you to keep learning, including tuition reimbursement, industry related certifications and professional training to keep you progressing on your chosen path
• A dynamic, ambitious, fun and exciting work environment
• We believe you do well by doing good and want to encourage a spirit of social and community responsibility, matching donation program, volunteer opportunities, and an employee driven corporate giving program that lets you participate and support your community

At C&F you will BELONG

We value inclusivity and diversity. We are committed to equal employment opportunity and welcome everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you require a special accommodation, please let us know.

Crum & Forster is committed to ensuring a workplace free from discriminatory pay disparities and complying with applicable pay equity laws. Salary ranges are available for all positions at this location, taking into account roles with a comparable level of responsibility and impact in the relevant labor market and these salary ranges are regularly reviewed and adjusted in accordance with prevailing market conditions. The annualized base pay for the advertised position, located in the specified area, ranges from a minimum of $46,100 to a maximum of $76,900. The actual compensation is determined by various factors, including but not limited to the market pay for the jobs at each level, the responsibilities and skills required for each job, and the employee’s contribution (performance) in that role. To be considered within market range, a salary is at or above the minimum of the range. You may also have the opportunity to participate in discretionary equity (stock) based compensation and/or performance-based variable pay programs.