• Responsibilities

1. Ensure customer satisfaction, business growth and retention by delivering accurate options to customers when they request policy changes and guide them through the process.

2. Ensure prompt response to all incoming calls, voicemails, and emails from clients, staff or third-party vendors, aiming for same-day resolution.

3. Resolve client inquiries & issues by identifying and uncovering the clients needs. Clarify & explain company & carrier policies to the clients by utilizing various resources.

4. Efficiently handle a large number of customer requests by managing pending tasks promptly while documenting clearly to enable anyone to understand the clients immediate needs and what has been done already.

5. Manage client billing by effectively communicating with insurance carriers regarding billing matters, payment methods and policy reinstatements

a. Internally process bills to ensure accurate and timely commission for agents

6. Initiate proactive communication with customers before their renewal to review their current coverage and provide information on additional coverages they may require.

a. Identify & assess customer needs, maintaining open communication with advisors, as needed.

b. Use a variety of resources to make recommendations and resolve policy issues (IE: process rescores, provide deductible change proposals)

c. Working with Marblebox to deliver timely & accurate renewal proposals within a 3 business day period.

7. Identify opportunities for up-selling customers on lines of business not currently underwritten. Gather the necessary information to quote the new line of business, collaborate with carriers for quotes, review with agents when necessary, and present the quote to the customer as a team effort.

8. Identify opportunities for cross-selling customers on lines of business (Life, Medicare, Commercial, Group Benefits) not currently with the agency. Gather the necessary contact information to introduce the correct Advisor to best provide the client with the line of business requested. Make a warm introduction with this Advisor and the client, and assist however possible to help sell the business.

9. Execute the processing of new and rewrite business applications following established procedures and timelines.

a. Ensure the completion of uploads align with carrier binding authority guidelines and occurs within 3 days of receiving activity.

b. Collaborate with advisors as needed, to identify and address potential coverage gaps.

10.Deliver high-quality customer service to walk-in clients at the agency, working together with colleagues.

11.Process Rescores, deductible quotes, and new business and rewrite policy billing when required.

12. Perform clerical support duties, including acting as a receptionist, processing customer payments, recording/uploading payments, making office bank deposits, and handling mail pickup/drop-off tasks as necessary.

13. Other duties may be assigned as need arises or as required to support the agency’s essential functions.

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

Knowledge, skills and abilities:

• Indiana Property and Casualty agent’s license is required.
• This fast-paced position requires an Associate or Bachelor degree or equivalent business experience; the ability to read quickly with good comprehension; the ability to write using good grammar and punctuation and precise mathematical skills.
• The ability to deftly access and train on all company websites for quoting, billing information and uploading endorsements.
• The ability to gain knowledge of all endorsements added to all personal lines policies to obtain accurate quotes.
• Empathic listening skills and careful speaking skills.
• A thorough knowledge of the phone system, including the ability to transfer calls and conference call.
• The ability to use Outlook to send and receive emails including attachments.
• The ability to utilize the in-house software systems within 60 days of employment. Must be proficient in the comparative rater; EZLynx, be able to scan and attach appropriate items in APPLIED, use of Genifax; and utilize company websites to upload payments and resolve billing and policy inquiries.
• Ability to gain the knowledge to train & mentor other CSAs on most things.
• 0-3 years of personal lines experience.
• Education to be determined
• Efficient at all day to day tasks.
• Able to interpret, research and execute complicated customer requests regarding billing, changes, EPI’s and certificates with supervision.
• Handle straight forward agency billing.
• Be able to explain most coverage to clients.
• Have a client approval rating above 90% or better.
• Have a retention rate on book of 90% or better.
• Score all 3’s, 4’s or 5’s on Performance Appraisal.
• Audit metric scores are above 90%.
• Able to remarket with guidance.
• Ability to understand, memorize, retain, and carry out oral or written instructions.
• Ability to work alone with minimum supervision and with others in a team environment.
• Ability to work rapidly for extended periods and on several tasks at the same time.
• Ability to work effectively with frequent interruptions.
• Ability to occasionally work extended, evening hours
• Ability to communicate effectively and maintain composure when dealing with irate/emotional individuals.

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Experience:

• Customer service: 1 year (Required)

License/Certification:

• Indiana Property & Casualty Insurance license (Preferred)

Work Location: In person