Insurance Services Representative II

PRIMARY PURPOSE OF JOB

To provide assistance to the Insurance Agents and provide back office support for the Department. This position will require providing service and assist with uncovering sales opportunities to existing and potential customers both over the phone and in person. The position will be responsible for maintaining department files, accepting premium payments, communication with insurance company representatives, oversight of the agency management computer system, reconciliation of accounts, and commission reconciliation.

EXPECTATIONS OF ALL SOUTHERN BANK TEAM MEMBERS

• Southern Bank team members exhibit Southern Bank’s values, which can be remembered with the acronym FIRSTS. We teach our team members about our “values in action,” which give further examples of how we can live out Southern Bank’s values.
  • We act as a FAMILY – We know we’re not a related family, but we really care about people, both personally and professionally. We like knowing that our skills, our time, and our efforts contribute to the overall success of those we spend time with every day.
  • We move with INNOVATION – We push for better ways to solve problems. We are not afraid of a challenge; we’re driven to develop new ideas and solutions using creativity and experience. We are committed to leading, devising new solutions for all kinds of obstacles.
  • We are ROOTED – We’re from here. These communities are our homes, and we are deeply invested in making our hometowns the best that they can be. We are firmly committed to success in the places where we’ve known people our whole lives.
  • We prioritize SERVICE – We put others above ourselves. We make intentional decisions and take action to benefit others, be it in our daily work with our customers and fellow team members, or in volunteering our time, money, and energy in our communities.
  • We build TRUST – We strive to be reliable and trustworthy, honest and transparent. We are dedicated to doing what’s best for our team members, our customers, and our communities, and they can be confident that we are who we say we are.
  • We are a source of STRENGTH – We have a capacity and resilience that has come through years of experience and growth. We are able to support those who count on us, and those who need us can rely on us.
• Ensures the confidentiality of customer non-public personal information and secures information systems to comply with bank regulations.

ESSENTIAL FUNCTIONS AND PERFORMANCE AREAS

• Maintain the insurance management software program, including but not limited to data entry, preparation of reports for the agents and bank management, and reconciliation of monthly statements for the accounting department.
• Be proficient in telephone communication, including assisting customers over the phone with their immediate needs or assessing those needs and able to transfer those calls to the appropriate agency employees.
• Proactively educate customers on utilizing available access channels.
• Possess Life, Accident, Health, Property and Casualty insurance licenses.
• Participate in welcoming customers in the lobby, directing customers to the proper agency employee for assistance, assisting customer with payment of premiums and other walk in needs related to insurance.
• Actively participate in business development through interactions with the public, and establish visibility to the agency in the community.
• Assist in building the customer base of the agency, and proactively contact customers to ensure customer satisfaction.
• Assist licensed agents in the preparing of insurance quotes and insurance applications to be submitted to companies.
• Maintain knowledge of insurance regulatory requirements, and have a thorough understanding of the functions that must be performed by a licensed insurance agent.

• Maintains trustworthiness, character, professionalism, confidentiality and honesty in dealing with internal or external customers;
• Adheres to Southern Bank Telephone Standards, supporting a favorable environment for open communication and addresses concerns or problems in an open manner;
• Maintains attendance with the ability to work a schedule that may include working overtime, nights, weekends and holidays;
• May be asked to assist at various branches across Southern Bank’s footprint; and,
• Completes and performs any other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES

• Demonstrate positive and helpful attitude towards customers and prospective customers.
• Good interpersonal communication skills
• The ability to use effective communication skills, understand procedures, and speak clearly to customers, employees and supervisors.
• Computer and data entry skills. Accounting and reconciliation skills. Good customer service skills.

EDUCATION, TRAINING AND EXPERIENCE REQUIREMENTS

• High School diploma or equivalent.
• Life, Accident, Health, Property & Casualty Insurance licenses.
• Minimum of 5 years agency experience.

CORE COMPETENCIES

Exhibits Southern Bank’s values, as further described through our values in action.

Building Customer Loyalty: Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.

Applied Learning: Assimilating and applying new job-related information in a timely manner.

Quality Orientation: Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time.