Customer Service Specialist at Frontline Homeowners Insurance – Lake Mary, Florida

At Frontline Insurance, we are on a mission to Make Things Better, and our Customer Service Specialist plays a pivotal role in achieving this vision. We strive to provide high quality service and proactive solutions to all our customers to ensure that we are making things better for each one.

What makes us different? At Frontline Insurance, our core values – Integrity, Patriotism, Family, and Creativity – are at the heart of everything we do. We’re committed to making a difference and achieving remarkable things together. If you’re looking for a role, as a Catastrophe Field Adjuster where you can make a meaningful impact and grow your career, your next adventure starts here!

Our Customer Service Specialist enjoys robust benefits:

• Health & Wellness: Company-sponsored Medical, Dental, Vision, Life, and Disability Insurance (Short-Term and Long-Term).
• Financial Security: 401k Retirement Plan with a generous match.
• Work-Life Balance: Four weeks of PTO and Pet Insurance for your furry family members.

What you can expect as a Customer Service Specialist:

• Manage a high volume of inbound phone calls from insureds and agents, providing prompt, accurate, and courteous assistance in a call-center-like environment while maintaining service level expectations.
• Handle and process returned mail in accordance with established guidelines, including sorting, scanning, notifying agencies, and documenting policy updates as required.
• Scan documents into the imaging system, accurately link items to policies, and classify document types for proper workflow routing.
• Process simple to moderately complex endorsements on existing policies, such as mailing address changes, name updates, coverage-related inquiries, paperless preferences, and returned mail activities.
• Build and maintain strong relationships with mortgage companies, agents, and insureds by providing exceptional customer service. Respond to basic policy and endorsement inquiries via phone, email, or system activities in a timely and professional manner.
• Oversee linking of queues in ImageNow to ensure endorsement work is routed accurately and efficiently.
• Assist with departmental projects focused on improving operational efficiency and accuracy.
• Research and resolve discrepancies promptly, escalating complex issues when necessary.
• Track and report on activities to identify trends, recommend process improvements, and support continuous enhancement of service quality.
• Ensure all activities adhere to regulatory requirements and company standards.
• Perform additional job-related tasks as assigned by management.
• Other duties may be assigned.

What we are looking for as a Customer Service Specialist:

Why work for Frontline Insurance?

At Frontline Insurance, we’re more than just a workplace – we’re a community of innovators, problem solvers, and dedicated professionals committed to our core values: Integrity, Patriotism, Family, and Creativity.

We provide a collaborative, inclusive, and growth-oriented work environment where every team member can thrive.

Frontline Insurance is an equal-opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.