Under limited supervision, this position provides customer service to “House Account” policyholders. This position underwrites and manages policy changes for policyholders, provides proof of insurance, answers billing questions, collects premium payments, submits claim reports, recommends coverage and market recommendations, seek cross-sell opportunities, conducts retention efforts and develop new business opportunities.

This position will provide administrative support for a pool of independent agents. For transactions involving coverage determination, determining risk, increasing or decreasing coverage and/or canceling policies, this position will obtain details and relay information to agent for handling.

This position is required to record request and update policy detail on the Agency Management System and/or on the carrier Portal system as required. In addition, this position will share Receptionist responsibilities and assist with policy processing efforts as assigned.

ESSENTIAL FUNCTIONS

House Accounts:

1. Respond directly to customers on all service inquiries and change requests.
2. Assist customers seeking new policies by preparing new business applications, using the Agency Management system (AMS), with complete underwriting details, i.e., Protection Class, year built or original year built, construction type, distance to ocean, hurricane mitigation, year, make model of vehicle, drivers, violation/accidents, etc., supporting documents (photos, appraisals, elevation certificates). Determine best carrier(s) to quote risk through, run quote(s), share options with client and help client to decide on coverage and insuring company. After proposal is accepted, bind coverage online or request to bind coverage through carrier(s), remit signed documents, prepare invoice when required, collect premium from insured or mortgagee and issue proof of insurance when required to do so. Follow interval workflow processes and procedures for proper documentation on AMS. For difficult to place House Account risks, provide carrier(s) with completed application and supporting underwriting detail and documents to obtain approval from insurance company or brokers.
3. Solicits renewal information from insured for surplus risks.
4. Manage exceptions (Hot Lists). Follow up with carriers on policy issuance for new, renewal and
5. endorsed policies.

Agent Services:

1. In the absence of assigned agents, respond directly to customers on service inquires, which could include any of the following; mortgagee change request, process payments, electronically or by mailing, submit required documents to change billing option, assist with reinstatement process, report a claim or direct customer to carrier to report a claim, answer billing questions, issue proof of insurance, issue vehicle identification cards, research return mail situation, including rewrites and new business inquiries. Otherwise, requests are to be handled by agents and processed by the Agent’s Assistance, CSR or Account Manager.

MINIMUM REQUIREMENTS

1. Producers License in Property and Casualty.
2. Minimum three years of Property & Casualty experience.
3. Minimum three years of Customer Service experience.
4. Must be able to build and maintain professional relationships with insureds and carrier
5. personnel.
6. Must be able to effectively communicate verbally and in writing.
7. Must be able to meet deadlines and perform based on established service standards.
8. Must be able to multi-tasks, prioritize workload and manage large volumes of work.
9. Agency Management system experience preferred.
10. Proficient in Microsoft programs, Outlook, Word and Excel.
11. High school diploma or equivalent.