#FeatureFriday: Meet the Customer Correspondence Team (CCT), part of the Customer Experience and Advocacy department with the Administrative Services Division. CCT was created in 2006 to ensure statutory compliance as an established unit responsible for receiving and responding to consumer complaints. This remarkable team serves as the voice of Citizens in written correspondence, handling everything from general policyholder inquiries to highly sensitive executive, regulatory, and legislative concerns. Each piece of correspondence is researched and reviewed to provide a thorough response. CCT successfully resolves issues and identifies opportunities to enhance internal processes and elevate the overall customer experience. Most recently, the team developed and delivered a full-day interactive course tailored for staff within Consumer and Policy Services providing a side-by-side learning experience and conveying a deeper understanding of correspondence handling. The initiative was well received and praised as an example of the team's commitment to uplifting those around us through knowledge sharing and skill development. Members of CCT attribute their success and accomplishments to a strong sense of purpose, unwavering commitment to customer experience, and purposeful and thoughtful leadership. We are proud of the outstanding work of the CCT. Their teamwork and passion are shining examples of #TeamCitizens. Thank you for your hard work, CCT! #WeAreCitizens #CareersAtCitizens
#FeatureFriday: Meet Kelsey, one of our talented Underwriting Business Analysts. She started in 2021 as a Personal Lines Underwriter and then moved to Commercial Lines Underwriting in 2023. She now uses her expertise to help refine and improve the functionality of key business systems like PolicyCenter. "I collaborate with Product Owners and developers to deliver improvements that directly enhance customer experience. By helping to identify defects and test the functionality before rollout, we will improve user experience by ensuring continuity." Kelsey appreciates all Citizens has to offer – internal development programs, course/tuition reimbursement, project work, and more – to further her career. "It’s the people who work here that set Citizens apart. I’m continuously impressed by the dedication, knowledge, and sense of humor that my co-workers bring – and I’m grateful to work alongside such amazing people." Thank you, Kelsey, for your dedication and commitment to making a difference. We're glad to have you as part of #TeamCitizens! Come thrive in Citizens' collaborative and encouraging environment. Learn from industry leaders and dynamic thinkers. Seize the opportunity and apply at www.citizensfla.com/careers. #WeAreCitizens #CareersAtCitizens
#TalentTuesday: Meet Simon, Lead Customer Experience Program Manager in Administrative Services. Since joining Citizens in April 2024, Simon has been a driving force in strategic planning for our Catastrophe Response Center (CRC) and First Notice of Loss (FNOL) deployment efforts. Additionally, he plays a key role in managing our call center business process outsourcing (BPO) vendors. With 18 years at Bank of America under his belt, Simon brings a wealth of expertise in vendor risk management, contract negotiations, call center management, operations, and customer service. He holds Lean Six Sigma Green Belt and Contact Center Operations certifications. Beyond work, Simon has a passion for exotic cars and specialty coffee. He and his teenagers are regulars at Caffeine and Octane events in Jacksonville! His most fulfilling moment at Citizens? His first catastrophe (CAT) deployment, where he witnessed the incredible dedication and teamwork that define our mission. "The team’s exceptional collaboration and dedication showcased the remarkable spirit, humility, and kindness of every teammate I had the pleasure of working with. I strongly encourage everyone to volunteer for CAT deployment at some point so you can witness firsthand Citizens’ unwavering commitment to serving Florida’s communities." We’re happy to have you, Simon! Thanks for your leadership and contributions on #TeamCitizens! #WeAreCitizens #CareersAtCitizens
#WeAreCitizens: Meet the Insurance Operations Legal Counsel Team. This dedicated group of legal professionals operates within the Office of the General Counsel and provides legal services and advice related to claims, claims litigation and appeals, and develops litigation strategies in conjunction with Claims and Claims Litigation. The team is busy year-round holding annual training events for outside counsel, conducting case conferences, and supporting the Claims and Claims Litigation teams after catastrophe events. Additionally, the Insurance Ops Legal Counsel Team works side-by-side with Product Development and Underwriting to ensure policy document and form compliance with statutory provisions. Most recently, members of the team worked collaboratively with Claims Litigation to form a cross-divisional team tasked with developing and implementing a process for policyholders or Citizens to elect to have claim disputes resolved by the Florida Division of Administrative Hearings (DOAH). They built a dispute resolution process from the ground up resulting in lower costs to the insureds and Citizens and bringing final resolution to disputes much sooner. The team's success and demonstrable success earned them the distinction of Citizens' 2024 Team of the Year award. Congratulations to all involved! Thank you for your leadership on #TeamCitizens.
#TalentTuesday: Meet Michael — better known as Wickie — our Lead Legislative and Cabinet Affairs Manager here at Citizens! Michael joined Citizens in November 2023 as a Consultant and moved to Legislative Affairs in August this year. His role is to represent Citizens before the Florida Legislature and Cabinet and serve as a liaison between elected officials and Citizens. “Joining Citizens has been an amazing experience. It has been wonderful to work within an organization that recognizes merit as a key part of career development and advancement.” A fourth-generation Floridian, Wickie is a proud Lakeland native and a lifelong learner. Beyond his educational pursuits, Wickie is a passionate Florida Gators fan and enjoys attending Gator sports events, cooking, live music, reading, and traveling. His most recent adventure? Completing the Hadrian’s Wall Trail in northern England and exploring Edinburgh and Glasgow. When asked about the most rewarding part of working at Citizens, Wickie was quick to share. “The people are the best thing about Citizens. I describe my colleagues here at Citizens to friends as joyous in nature, and it has been great getting to know more of them.” Thanks for being part of #TeamCitizens, Wickie! We're glad to have you. Are you looking for a company that values growth, collaboration, and service? Join #TeamCitizens today! Explore exciting career opportunities at www.citizensfla.com/careers. #WeAreCitizens #CareersAtCitizens
#WeAreCitizens: At Citizens, we honor our veterans – those who sacrificed so much in serving our nation in the Armed Forces. Join us throughout November as we recognize our veteran employees who have served and sacrificed to protect the freedoms we all enjoy today. We are honored to have them as part of #TeamCitizens. Meet Allison Emerick, an Army vet and Executive Assistant in the Office of Inspector General. Allison enlisted in the Army during college. "I took the ASVAB (Armed Services Vocational Aptitude Battery) and scored well enough that my options were nearly endless in picking a Military Occupational Specialty (MOS)." Allison spent the entirety of her career in a rapid deployment unit based in Fort Carson, Colorado. “I was one of the first soldiers to be part of the FET (Female Engagement Team),” Allison said. “This afforded me a great deal of opportunities that many did not get. I was detached to several different units from the BSB (Brigade Support Battalion), where I was a gunner with the QRF (Quick Reaction Force) to the infantry, cavalry, and engineers carrying out ground missions." Over the course of multiple deployments to the Middle East, Allison said there were numerous similarities but ultimately vast differences in each region. “Being trained in multiple languages was helpful,” she said, “but there was always a communication barrier.” Thank you for your service, Allison. We're proud you're part of #TeamCitizens. Keep up the great work!
#FraudAwareness: Citizens is committed to fighting property insurance fraud year-round as an integral part of our mission to serve Floridians. We'll be profiling some of our fraud fighters and sharing their successes as we participate in Association of Certified Fraud Examiners (ACFE) #fraudweek activities.
#SocialSpotlight: Meet Debora, one of our new Customer Care Reps for #TeamCitizens in the Administrative Services Division. Debora shares that Citizens has been a place where she’s been able to grow in her career—something she felt was missing in her previous role. "If you are looking to grow up fast in your career, Citizens will provide this opportunity,” she said. When asked what advice she’d give to someone considering joining Citizens, Debora added, "This is the first time I’ve seen a company truly care about their employees’ health, offering health programs and encouraging them to participate in it." Thank you, Debora, for being an invaluable part of #TeamCitizens! We appreciate your hard work and passion for what we do. If you've never considered a career in insurance, think again! At Citizens, it's more than just property insurance—it's an opportunity for growth, innovation, and collaboration. Join us as we work together to improve the industry and make an impact. Ready to take the next step? Apply today at www.citizensfla.com/careers. #WeAreCitizens #CareersAtCitizens
#TalentSpotlight: Meet Sheila, one of our Senior Comms Reps. She joined #TeamCitizens in 2014 and has been an instrumental contributor to our communications efforts. While there is no typical 'day-to-day' routine, Sheila provides communications consulting support to Financial Services, Internal Audit, the Inspector General, and the Office of the General Counsel. She's also no stranger to jumping in to assist other divisions as needed. "There are many facets of working here. You learn to go with the flow and realize change is a part of daily life here at Citizens. We've got a dynamite team of writers who contribute to a supportive and collegiate atmosphere. We all offer skillsets that complement each other." Sheila stressed how important employee empowerment is at Citizens. "We, as employees, are on point to do the right thing each day in our daily work life. We serve the people of Florida. My role keeps employees in mind with everything we write or create." Thank you for being part of #TeamCitizens, Sheila! We appreciate your commitment and focus to your work. If you're interested in joining a supportive and dynamic team, look no further than Citizens. We offer many opportunities across the organization to challenge the norm and look towards the future. Apply today: www.citizensfla.com/careers. #WeAreCitizens #CareersAtCitizens
#WeAreCitizens: At Citizens, we honor our veterans – those who sacrificed so much in serving our nation in the Armed Forces. Join us throughout November as we recognize our veteran employees who have served and sacrificed to protect the freedoms we all enjoy today. We are honored to have them as part of #TeamCitizens. Meet Brandon Fowler, a Navy vet and Senior Enterprise Resiliency Specialist in the Office of General Counsel. Brandon proudly served for 20 years in submarine operation planning, both onshore and at sea. “I chose to join the Navy because I desired support in pursuing higher education and wanted to see more of the world. Every deployment was different, especially if you span from the first one to the last over a 20-year career." Reflecting on his service, Brandon said that military life is simply 'a different life.' “Combine the expectations required of service members from their specific branch with balancing a family, and it really takes a special person to be able to hold that all together,” he said. "The overall lesson I learned is that nothing is insurmountable. If I had a penny for every time a scenario arose that felt impossible to achieve, I would be a millionaire. I was extremely fortunate to have a great wife who shouldered so much while I was serving.” Thank you for your service, Brandon. We're proud you're part of #TeamCitizens. Keep up the great work!
