Insurance - Northeast Specialty/Flood Intern

Position Name: Specialty/Flood Intern

We are seeking a dedicated individual to spearhead the development of a Net Promoter Scoring (NPS) process for our Flood Insurance Product. The role involves initially creating a manual NPS collection system, with the goal of transitioning to a semi-automated or fully automated process.

Company Value Statements

In the performance of their respective tasks and duties, all employees are expected to demonstrate the following:

• Acting with the highest level of honesty, trust, character, and transparency.
• Making a unified effort to achieve the goals of the organization, embracing accountability for exceptional performance every day.
• Commitment to excellence in reaching our full potential as individuals and as an organization, surpassing the ordinary and the expectations of our stakeholders.
• Approaching every challenge with creative energy, discovering unique solutions to maximize success, and focusing on creating and delivering compelling customer value.
• Belief in the power of a diverse workforce and in creating a positive impact on the environment and our community.
  
  

Project Work

• Analyzing Call and Chat Data for Completion and Call Types
• Objective: Analyze the reason for calls and chats to determine largest reason for call and chats.
• Tasks:
• Listen to calls and Read Chats to determine the core reason for contact
• Gather and record top reasons for calls
• Review current call type choices to determine if we need to add or remove for a more accurate list
• Discuss ideas on top reasons for contact and determine if there are changes that can be implemented to reduce the number of contacts.
• Outcome: By the end of the project, you will assist the specialty department in creating a more-efficient process and provide suggestions on implementation changes to reduce the number of contacts by using AI, self-service, or other methods.
  

Position Type/Expected Hours of Work

• 3 hours per week/flexible schedule to accommodate class schedule.
  
  

Skills And Experience

• Proficiency in Microsoft Outlook, Word, and Excel helpful.
• Strong communication skills for effective collaboration with agents and other departments.
• Analytical skills to interpret data and develop meaningful reports.