AmTrust Financial Services, Inc.

Customer Service- Team Lead II

Job Locations US-TX-Bedford
Requisition ID
Customer Service
Position Type
Regular Full-Time


AmTrust Financial Services, Inc., (Nasdaq: AFSI) headquartered in New York City, is a multinational insurance holding company, which, through its insurance carriers, offers specialty property and casualty insurance products, including workers' compensation, commercial automobile and general liability; extended service and warranty coverage.


Individual should have a firm grasp on all processes within their scope of the call center and have knowledge of a call center operation. Their responsibilities are between the call center representative and supervisor. Additional duties include assuming the responsibility of the supervisor and Lead 2 should the need arise.

  • Mentor and coach across a team of 30 representatives
  • Provide coaching and team building skills to and with the staff driving improved.
  • Identify and address needs of business to ensure timely response to all request.
  • Motivate and drive staff to achieve desired results.
  • Develop and implement process changes that provide a value add to the client & customers.
  • Handle escalated issues and de-escalate callers when necessary.
  • Provides direct communication to the Supervisor/Manager of the department to identify areas of opportunity.
  • Generates daily work load reports & department game plan to direct staff into daily actions.
  • Decision making to best support needs of customer/client & Warrantech as it relates to loss control.
  • Attend weekly team meetings and provide feedback & reports of staff’s weekly performances including QA.
  • Works with training and management staff to sign off on new hire functionality prior to task assignment.
  • Acts as a point of contact for any escalations.
  • Additional duties based on management discretion.
  • Assume supervisory role in the absence of the Call Center Supervisor


  • High school diploma or equivalent
  • College degree or some college preferred
  • 3+ years of experience in a call center environment
  • At least 2 years with lead, service or claims experience.
  • Ability to comprehend business processes and flows & ability to implement within the department.
  • Complex understanding of Terms & Conditions & how these coverage’s relate to the needs of the business.
  • Ability to think independently and make sound decisions pertaining to service and customer satisfaction
  • Exceptional listening, written, and verbal communication skills
  • Must be detailed oriented & organized to implement & measure success of department & process changes.
  • Must be adaptable to frequent and fast paced business environment.
  • Ability to resolve conflict and negotiate
  • Strong PC skills (Word, Power Point, etc) – MS Excel is a must.
  • Experience with AS400 preferred




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