SC - Insure Response Lead Specialist
Title:SC - Insure Response Lead Specialist
ID:SC - 10/17(8.2019up)
Location:Newberry SC
Job Category:Now Hiring!


We’re looking for experienced, motivated people interested in the Property and Casualty insurance business who are willing to grow along with us! 
We are currently hiring for a Lead Specialist/Trainer in our Newberry SC Center for Insure Response, LLC, a new division of InSite Support Services.

Starting base wage up to $14.50/hour dependent upon experience, skills and licensing

Unlicensed applicants must be able to successfully complete any applicable licensing requirements and training programs and progress to a licensed (P&C) agent within a designated time frame. Becoming a licensed producer for the State of South Carolina entails a criminal background check applicant would need to submit to; in additional, must be at least 18 years of age in order to become licensed.

Training experience and Property & Casualty insurance experience is highly valued, but not required. Interviews will be scheduled with only the most serious and highly qualified persons.


InSite and Insure Response offers competitive benefits including health, dental vision, STD, LTD and other voluntary products along with a 401(k)-retirement plan and more!

All candidates will be contacted either via phone or email upon further review. Please, no phone calls to check on the status of your application; Reply to your application receipt email for further information or updates - Thank You!.




Job Summary:

The Insure Response Lead Specialist will be looked upon as a leader and will act as a mentor for the department. The Lead Specialist will play a key role in the facilitation and execution of training and training methods and will assist the agents in their development. The Lead Specialist will work with management and the team to ensure that the service our organization provides is fit for its purpose, meets customer expectations and complies with laws and regulations. In addition, the Lead Specialist will be responsible for delivering messages to and from upper management, submitting reports, reviewing change information with team members, team member coaching, performance and quality call monitoring, and showing team members the way the job should properly be done.


The Lead Specialist must exhibit leadership skills, excellent communication and interpersonal skills as well as decision-making skills. Lead Specialists must practice complete professionalism when responding to team members or customers in person, on the phone or via email.


The Insure Response Lead Specialist will become an expert in products and procedures and perform related work, as required.


Duties, Tasks and Essential Functions:


  • Formulate training and help to determine instructional methods, utilizing knowledge of specified training needs and effectiveness of such methods;

  • Participate in design and formatting of training documentation and deliverables that impacts our customers and clients;

  • Conduct training programs for employees – both new hire training and continuous learning and training workshops;

  • Evaluate effectiveness of training through call listening and observation as ABAY Coordinator following new hire training classes;

  • Test trainees to measure progress and to evaluate effectiveness of training;

  • Monitor representative calls for quality and compliance and provide feedback;

  • Monitor call floor activity providing assistance as needed with routine questions and problems;

  • Monitor queue activity for prevention of long calls and incorrect client statuses when needed;

  • Assist with call volume and overflow when needed;

  • Handle escalated customer calls and/or issues when necessary;

  • Maintain, monitor and track call/ticket escalations when and where needed;

  • Work, confer, and interact well with peers and coworkers, as well as interdepartmentally building trust and sound working relationships;

  • Confer with management to gain knowledge of work situations requiring training, feedback and monitoring for employees to better understand changes in policies, procedures, regulations, and technologies and ISP Information;

  • Set standards of Quality Assurance; and

  • Remain knowledgeable of new products, services and procedures


Skill and Knowledge Qualifications:


  • Proper phone etiquette;
  • Ability to speak and write clearly and accurately;
  • Demonstrated proficiency in typing and grammar;

  • Ability to perform all licensed agent functions;

  • Ability to coach and develop others as well as willingness to be coached and learn;

  • Advanced familiarity with all aspects of Insurance and Insure Response;

  • Advanced knowledge of customer service principles and practices;

  • Effective listening skills;

  • High attention to detail;

  • Familiarity with office programs such as Word and Excel;

  • Licensed Producer experience is strongly preferred;

  • Willingness to co-operate with others and work to the greater good;

  • Multi-tasking capabilities;

  • Ability to work a flexible full-time (40 hour week) schedule and maintain a degree of flexibility as occasional adjustments may be required based on current need; and

  • Attendance history and active disciplinary actions will be taken into consideration

  • Education Requirement: High School diploma or GED equivalent minimum




  • Interacts with others in a way that gives them confidence in one’s intentions and those of the organization.

  • Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener;
  • Makes customers and clients and their needs a primary focus of one’s actions; developing and sustaining productive relationships;
  • Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences;

  • Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict;

  • Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits;

  • Generates innovative solutions; tries different and novel ways to deal with work problems and opportunities;

  • Possesses, acquires, and maintains the professional expertise required to do the job effectively and to create effective customer and client solutions. Professional expertise is demonstrated through problem solving, applying knowledge, product and service management for the function area in which one operates;

  • Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations;

  • Focuses and guides other in accomplishing work objectives;

  • Uses appropriate methods and a flexible, interpersonal style to help in developing a cohesive team; facilitates the completion of team goals

  • Encourages others to seek opportunities for different and innovative approaches to addressing problems and opportunities, facilitating the implementation and acceptance of change within the workplace.

  • Maintains stable performance under pressure or opposition and handles stress in a manner that is acceptable to others and to the organization;

  • Sets high standards of performance for self, assuming responsibility and accountability for successfully completing assignments or tasks.
  • Exemplary Attendance and Punctuality




  • Must be able to sit and stand for long periods of time
  • Position requires use of headset/microphone at a computer workstation
  • Must maintain flexibility in regards to working hours as the performance of the essential functions of the positions occasionally entail delivering training and/or feedback during the hours of the target employee(s) work schedule
Current or past insurance licensing should be included on application

Equal Opportunity Employer

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