Description
Summary
Provides technical support to department personnel in processing commercial insurance policies and commercial and personal claims. Such serving will include verbal and written communication internally with staff and externally with current clients and other office support activities.
Essential Duties and Responsibilities
Disclaimer: The duties listed are intended to describe the general nature and level of work to be performed. This is not an exhaustive list of all responsibilities, duties, and skills which may be required.
50%
Client/Policy Services
Provides daily service to and builds relationships with clients by managing phone calls and emails in a timely manner and attending meetings.
Responsibilities include:
• Preparing submissions and marketing business.
• Maintaining direct communication and building relationships with insureds.
• Reviewing and invoicing policies and requesting changes.
• Referring group, life, and commercial leads to appropriate personnel.
• Preparing proposals and complete coverage analyses to serve the client.
• Maintaining accurate and updated expiration list.
• Processing invoices and credits on agency bill policies.
• Tracking direct bill transactions by company.
• Reviewing policy coverages and endorsements on all new and renewal business, including rating. • Daily maintenance and processing of carrier downloads.
• Maintaining conducive relationships with insurance carriers.
• Maintaining compliance with all Personal and Commercial Lines service standards and procedures; including daily service.
• Maintaining Producer and Service Manager confidence in job knowledge, judgment calls, and awareness of current industry trends and developments.
• Handling complex policy issues and finding resolution without Producer/Service Manager involvement.
30%
Renewal Marketing
Remarkets current client policies and prepares formal renewal presentations.
Responsibilities include:
• Managing renewal timeline and renewal process.
• Generating summaries and proposals of coverage and reviews with the Producer.
• Working with clients for the purpose of gathering marketing data.
• Seeking opportunities for potential upselling of accounts, including completing exposure analysis.
• Negotiating client renewals with carriers based on competitive information.
• Reviewing, analyzing, and comparing quotes vs. current coverage.
• Issuing binder, invoices, certificates, and endorsements requests as needed.
10%
Claims Back Up
Responsibilities include:
• Reporting losses to companies with daily follow-ups
• Establishing & maintaining active claim files to include daily and suspense monitoring and follow-ups.
• Processing initial information on claims over the phone, including the first report of loss.
• Follow up with the claims manager on significant claims made during absences.
10%
Determination
Displays commitment and initiative to meet department and agency education goals as set forth in the organization's education program.
Supervisory Responsibilities
This job has no supervisory responsibilities.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies: Analytical - Collects and researches data. Continuous Learning - Seeks feedback to improve performance; pursues training and development opportunities; strives to continuously build knowledge and skills. Job Knowledge - Exhibits ability to learn and apply new skills; keeps abreast of current developments; displays understanding of how job relates to others. Use of Technology - Adapts to new technologies; uses technology to increase productivity. Design - Demonstrates attention to detail. Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; works well in group problem-solving situations. Project Management - Communicates changes and progress. Customer Service - Responds promptly to customer needs; responds to requests for service and assistance; meets commitments. Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods. Cooperation - Establishes and maintains effective relations; offers assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts. Managing Customer Focus - Promotes customer focus. Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions. Teamwork - Balances team and individual responsibilities; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed. Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information. Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values. Organizational Support - Follows policies and procedures. Adaptability - Able to deal with frequent change, delays, or unexpected events. Achievement Focus - Measures self against standard of excellence. Personal Appearance - Dresses appropriately for position; keeps self well groomed. Sales Skills - Maintains customer satisfaction; maintains records and promptly submits information. Attendance/Punctuality - Is consistently at work and on time. Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals.; completes tasks on time or notifies appropriate person with an alternate plan. Initiative - Volunteers readily; undertakes self-development activities; seeks increased responsibilities; asks for and offers help when needed. Planning/Organizing - Prioritizes and plans work activities; uses time efficiently. Quality - Demonstrates accuracy and thoroughness; monitors own work to ensure quality.
Requirements
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Education and/or Experience
Bachelor's degree from a four-year college or university; two to three years related experience and/or training; or equivalent combination of education and experience.
Language Skills
Ability to read and interpret documents such as rules, instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak comfortably and effectively to groups of customers.
Mathematical Skills
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
Reasoning Ability
Ability to apply common sense understanding to carry out detailed but involved written or oral instructions. Ability to bring full resolution to issues with Producer/Service Manager/Advocate involvement.
Computer Skills
To perform this job successfully, an individual should have knowledge of Database software, Internet software, Spreadsheet software, and Word Processing software.
Certificates, Licenses, Registrations
Must be able to obtain insurance licenses and designations as set forth by the organization's education plans.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
The noise level in the work environment is usually moderate.
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Overview
Scope of Responsibilities: Works under direct supervision and follows standard procedures to accomplish assigned task
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