Common use of JOB TITLE Clause in Contracts

JOB TITLE. Customer Care Representative X POSITION SUMMARY: This position provides exceptional customer service utilizing the telephone; responding to the questions and concerns of Citizens policyholders, insurance agents and mortgage companies. ESSENTIAL FUNCTIONS: • Model ethical behavior and execute job responsibilities in accordance with Citizens trainings, standards and information protection policies • Effectively respond via the telephone to concerns of Citizens policyholders, insurance agents and mortgage companies • Utilize multiple processing systems and maintains a working knowledge of the Manual of Rates, Rules and Procedures; this may include, but is not necessarily limited to, questions concerning insurance eligibility, submission status, rating, premiums, cancellations and/or reinstatements • Perform specialized functions and projects in accordance with Citizens rules and regulations • Act as the caller’s advocate via the telephone to ensure the caller’s concerns are addressed • Take ownership of each call, handling it until resolution is reached, which includes follow- up, as necessary to ensure that the actions promised to the caller are completed • Process underwriting endorsements and/or changes within approved authority level and perform transactions according to latest Citizens standards, manual rates, guidelines and procedures • Gather, organize and forward information to other areas for handling or consideration • Assist in other areas of the production unit as needed REQUIRED KNOWLEDGE, SKILLS AND ABILITIES: • Excellent telephone and verbal communications skills • Working knowledge of Property/Casualty Insurance operations and policy elements • Ability to obtain, organize and present information and ability to handle multiple tasks as assigned • Working knowledge of production systems REQUIRED EDUCATION AND EXPERIENCE: • Two years of education at an accredited college or university OR two years customer service related experience OR a combination of college education and customer service related experience equivalent to two years of college AND • One or more years of customer service experience PREFERRED QUALIFICATIONS: • 220, 440, 520/620 License • Bi-lingual in Spanish and English • Knowledge of Property/ Casualty Insurance operations and common policy elements • Call center experience • Knowledge of ClaimCenter or other systems used at Citizens Note: This Citizens Property Insurance Corporation Position Description, which may be updated from time to time, identifies the skills necessary for representatives handling the Call Types as described in Section 3.3.3.

JOB TITLE. Customer Care Representative X I POSITION SUMMARY: This position provides exceptional customer service utilizing the telephone; responding to the questions and concerns of Citizens policyholders, insurance agents and mortgage companies. ESSENTIAL FUNCTIONS: • Model ethical behavior and execute job responsibilities in accordance with Citizens trainings, standards and information protection policies • Effectively respond via the telephone to concerns of Citizens policyholders, insurance agents and mortgage companies • Utilize multiple processing systems and maintains a working knowledge of the Manual of Rates, Rules and Procedures; this may include, but is not necessarily limited to, questions concerning insurance eligibility, submission status, rating, premiums, cancellations and/or reinstatements • Perform specialized functions and projects in accordance with Citizens rules and regulations • Act as the caller’s advocate via the telephone to ensure the caller’s concerns are addressed • Take ownership of each call, handling it until resolution is reached, which includes follow- up, as necessary to ensure that the actions promised to the caller are completed • Process underwriting endorsements and/or changes within approved authority level and perform transactions according to latest Citizens standards, manual rates, guidelines and procedures • Gather, organize and forward information to other areas for handling or consideration • Assist in other areas of the production unit as needed REQUIRED KNOWLEDGE, SKILLS AND ABILITIES: • Excellent telephone and verbal communications skills • Working knowledge of Property/Casualty Insurance operations and policy elements • Ability to obtain, organize and present information and ability to handle multiple tasks as assigned • Working knowledge of production systems REQUIRED EDUCATION AND EXPERIENCE: • Two years of education at an accredited college or university OR two years customer service related experience OR a combination of college education and customer service related experience equivalent to two years of college AND • One or more years of customer service experience PREFERRED QUALIFICATIONS: • 220, 440, 520/620 License • Bi-lingual in Spanish and English • Knowledge of Property/ Casualty Insurance operations and common policy elements • Call center experience • Knowledge of ClaimCenter or other systems used at Citizens Note: This Citizens Property Insurance Corporation Position Description, which may be updated from time to time, identifies the skills necessary for representatives handling the Call Types as described in Section 3.3.3.

JOB TITLE. Customer Care Representative X I POSITION SUMMARY: This position provides exceptional customer service utilizing the telephone; responding to the questions and concerns of Citizens policyholders, insurance agents and mortgage companies. ESSENTIAL FUNCTIONS: •  Model ethical behavior and execute job responsibilities in accordance with Citizens trainings, standards and information protection policies •  Effectively respond via the telephone to concerns of Citizens policyholders, insurance agents and mortgage companies •  Utilize multiple processing systems and maintains a working knowledge of the Manual of Rates, Rules and Procedures; this may include, but is not necessarily limited to, questions concerning insurance eligibility, submission status, rating, premiums, cancellations and/or reinstatements •  Perform specialized functions and projects in accordance with Citizens rules and regulations •  Act as the caller’s advocate via the telephone to ensure the caller’s concerns are addressed •  Take ownership of each call, handling it until resolution is reached, which includes follow- up, as necessary to ensure that the actions promised to the caller are completed •  Process underwriting endorsements and/or changes within approved authority level and perform transactions according to latest Citizens standards, manual rates, guidelines and procedures •  Gather, organize and forward information to other areas for handling or consideration •  Assist in other areas of the production unit as needed REQUIRED KNOWLEDGE, SKILLS AND ABILITIES: •  Excellent telephone and verbal communications skills •  Working knowledge of Property/Casualty Insurance operations and policy elements •  Ability to obtain, organize and present information and ability to handle multiple tasks as assigned •  Working knowledge of production systems REQUIRED EDUCATION AND EXPERIENCE: •  Two years of education at an accredited college or university OR two years customer service related experience OR a combination of college education and customer service related experience equivalent to two years of college AND •  One or more years of customer service experience PREFERRED QUALIFICATIONS: •  220, 440, 520/620 License •  Bi-lingual in Spanish and English •  Knowledge of Property/ Casualty Insurance operations and common policy elements •  Call center experience •  Knowledge of ClaimCenter or other systems used at Citizens Exhibit B-2 – Citizens Property Insurance Corporation Position Description Note: This Citizens Property Insurance Corporation Position Description, which may be updated from time to time, identifies the skills necessary for representatives handling the Call Types as described in Section 3.3.3.