ESSENTIAL JOB FUNCTIONS
***The working hours are 11:00 AM - 8:00 PM***
• Respond to all inquiries whether by telephone, mail, Fax or on-line chat with professional, friendly service in a very timely manner; escalate service issues to more senior staff members as appropriate
• Assist in tracking client deliverables and deadlines on behalf of team members
• Assist with client materials such as presentation preparation, management reports, and member communications
• Document all customer interactions in CRM application
• Assist account managers and clients with routine customer service items, report requests, communication, and escalate issues as needed
• Perform daily, weekly, and monthly system functions and frequent ad hoc report requests, resolving most issues independently but escalating issues as needed
• Accurate and efficient maintenance of all client data in system
• Develop a comprehensive knowledge of the team’s client base
• Data retrieval and entry for client financial reports
• Effectively communicate with the teams, carriers, and clients to address all customer service issues, providing necessary research and resolution
• Process and verify new business documentation for accuracy
• Assists in the renewal of policies following agency standards; verify each renewal’s accuracy and ensure that all renewals and necessary documentations are produced as needed
• File documents as needed and in accordance with department procedures
• Prioritize workload and open case follow-ups on a daily basis using technology tools
• Effective assistance to team in retaining clients and revenue
• Establish interpersonal relationships by developing constructive and cooperative working relationships with team members, carriers, vendors, and clients
• Perform other tasks and duties as requested or assigned to support the division’s strategic business goals
• Must adhere to pertinent laws, regulations, internal compliance policies and external compliance requirements
REQUIRED QUALIFICATIONS
• Some college education or associate degree and at least one year of relevant experience or combination of education and experience
• Knowledge of insurance products and usages preferable
• Ability to accurately add, subtract, multiply and divide whole numbers, and to accurately perform simple calculations involving decimals and fractions
• Ability to utilize computers and understand functionality. Proficient in Microsoft products including Excel, Word, PowerPoint and Outlook
• Proactive learner, takes on tough assignments to improve skills, keeps knowledge and skills up-to-date, turns mistakes into learning opportunities
• High degree of self-discipline, motivation and ability to work well in a team environment
• Organizational skills including the ability to multi-task and prioritize action items
• Problem solving skills
• Effective written and verbal communication skills and listening skills
• Must maintain a valid driver’s license or have transportation available when needed to attend client and carrier meetings
• Ability to obtain and maintain required license(s)
• Must be able to work in an office environment
• Must be able to use a computer with all its components for prolonged periods of time
• Maintain and commit to a predetermined work schedule
• Must be able to remain in a stationary position
• Travel required within incumbent’s region and occasionally to other regions
• Travel percentage 10%
