Lead Insurance Services Representative - (Santa Ana, CA)

Company SummaryFirst American Property and Casualty Insurance Company is a member of the 1st American Family of Companies (NYSE: FAF) which was named 1 of FORTUNEs 100 Best Companies to Work For in 2016 and 2017. We specialize in 4 major types of property insurance: Homeowners, Dwelling Fire, Condominium, Renters and Flood. For more details, visit www.FAPCIG.com. Position details * Participates in facilitating new hire training * Subject Matter Expert for Contact Center and Insurance policies and procedures * Maintains and ensures accuracy of P policies and procedures * Handles customer complaints and complex issues * Monitors service levels and communicates issues to supervisor * Seeks ways to improve customer service and productivity * Handles calls during designated periods of the day * Takes the appropriate action to calm upset customers and resolve customer complaints * Assists in the development and implementation of solutions to service level challenges while maintaining a balance between business and