Account Representative - Agency Services

Job Title: Account Representative - Agency Services

FLSA Status: Non-Exempt

Job Family: Sales

Department: Customer Service - Agency

Location: Corporate Office (Fort Wayne, IN)

JOB SUMMARY
Act as a liaison between the insured, agency, and company to professionally provide superior customer service resolving any policy issues and concerns with accuracy and efficiency within scope of authority in a manner that maintains and enhances agent and customer loyalty and satisfaction.

POSITION ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Respond as the first point of contact for all insured and agent communications regarding all service requests and delegate workflow appropriately.
• Within assigned authority, perform non-licensure requests (initial evaluation, classification, and pricing of renewal policies); obtain all required application and exposure information requested by
  internal and external underwriters.
• Appropriately and accurately review, record, process and maintain all essential policy and customer information and documents in accordance with established documentation guidelines and within appropriate systems.
• Verify new policy coverage and present policyholders with appropriate proof of coverage paperwork.
• Perform physical and electronic document processing and delivery responsibilities as designated.
• Maintain document processing inventory and resources.
• Develop a basic understanding of each contracted agency’s approach to insurance and apply judgment within company guidelines.
• Effectively prioritize and process workload to meet company service standards.
• Develop a working knowledge of Brotherhood Mutual’s corporate culture, and operational structure.
• Coordinate and complete special agency communications and projects as needed.
• Work as a team member to achieve department goals and overall company goals.
• Maintain confidentiality of all information related to clients, customers, and employees.
• Complete other projects as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES
The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Able to maintain the confidentiality of all information related to agents, customers, and employees.
• Display strong oral and written communication skills; be able to hear clearly, speak distinctly, and be able to answer, process, and coordinate incoming contact traffic.
• Have excellent interpersonal, customer service, time management, and organizational skills.
• Demonstrate strong mathematical and problem-solving skills.
• Display a proficient knowledge of financial and billing information.
• Able to make decisions or take actions to solve a problem or reach a goal.
• Demonstrate strong multitasking and detail-oriented skills.
• Possess a working knowledge of basic computer systems.
• Possess the ability to manage job stress and pressure in order to meet required deadlines.
• Effectively interface with external contacts, Brotherhood employees, managers, and department staff members.

EDUCATION AND/OR EXPERIENCE
List Degree Requirement, Years' Experience, and Certifications

• A high school diploma or equivalent is required.
• Willing to obtain insurance-related designations.
• Minimum of one year of general office or customer service experience required.
• Previous customer service, insurance agency, or clerical experience is desired.

Terms and Conditions

This description is intended to describe the general content of and requirements for the performance of this position. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.

Because the company’s niche is the church and related ministries market, and because effective service requires a thorough understanding of this market, persons in this position must be familiar with church operations and must conduct themselves in a manner that will neither alienate nor offend persons within this target niche.

Brotherhood Mutual Insurance Company reserves the right to modify, interpret, or apply this position description in any way the company desires. This job description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying this position. This position description is not an employment contract, implied or otherwise. The
employment relationship remains “at-will”.