POSITION MISSION: Provide high quality customer service through accurate, timely, and professional responses relative to researching and answering billing, payment and policy questions, providing coverage advice and premium change pricing, and processing policy changes. Assess new and existing customer needs, service insurance policies, collect confidential client information, prepare reports and maintain records to expand the agency's book of business.
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.
- Present and sell insurance policies, writing proposals, and using sales techniques to gain new clients and support existing customers
- Promote products and company positively, answering customer questions and addressing concerns
- Communicate information, clearly and effectively, about policies and answer questions relating to coverage and premiums to customers managing expectations both via phone and email with a proactive approach
- Respond to in-person, phone and written customer requests for information, providing accurate, timely and responsive assistance to handle/solve inquiries and complaints, and monitor customer accounts.
- Negotiate and process insurance policies, calculate premiums, and establish payment methods
- Inspect property to assess its condition and determine its insurance risk following underwriting guidelines
- Expand business reach through networking opportunities
- Contact leads and schedule appointments to present policies, quotes, and coverages.
- Comply with state insurance standards and regulations
- Work with sales manager on prospecting strategies, identifying target markets, and sales techniques to solicit business as agreed upon based on individual and agency monthly sales quotas and goals.
- Communicate with customers and company personnel to secure information necessary to resolve inquiries and explain policy change, billing, cancellation and reinstatement procedures.
- Maintain thorough understanding of insurance products, billing, and underwriting knowledge to research and resolve questions and concerns raised by customers
- Perform annual coverage reviews evaluate accounts, make recommendations, and cross sell additional lines of business
- Research and resolve insurance questions and concerns raised by customers
- Process daily downloads, incoming payments, endorsements, renewals, send Auto ID cards, mortgagee requests, and various other customer requests
- Handle advance/high-level billing questions (where to pay, who to pay, what to pay)
- Document all conversations and interactions with customers, carriers and agents in AMS360 agency management system to support account sales, service and renewal cycle for follow up communication
OTHER DUTIES
- Creating and maintain prospective client lists from various sources
- Other duties 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.
- In-depth experience with all types of personal lines insurance policies to include automobile and property. Knowledge of agribusiness
- Maintain thorough understanding of insurance products, billing, and underwriting knowledge to meet the needs of the organization and the customer.
- Proactively learn and grow knowledge of insurance coverage and carrier appetite.
- Strong technical acumen in insurance sales and underwriting, with an ability to apply it to effectively interact with internal departments to meet customer needs and solve customer issues.
- Experience with using AMS 360 policy administration system or similar policy administration system.
- Strong negotiation skills with the ability to build rapport with customers
- Excellent written and verbal communication skills
- Demonstrated ability to communicate, present, influence and sell effectively.
- Experience in delivering and maintaining client-focused solutions.
- Ability to work independently as well as support other team members.
- Organized with strong attention to detail and accuracy; utilizes time and available resources effectively with ability to handle multiple priorities and deadlines simultaneously and effectively.
- Continuously builds knowledge and skills connected with new developments in customer service, technology, and insurance products and services.
- Ability to prioritize, follow up on activities in a timely manner, and multitask
- Must be able to pass a background check
COMPETENCIES:
- Critical thinking
- Detail oriented
- Strong work ethic
- Relationship building
- Strong organizational/time management skills
- Oral and written communication skills
- Customer-Service Oriented
QUALIFICATIONS:
- Minimum high school diploma, GED, or equivalent.
- 1+ years of demonstrated success in an insurance call center or independent agency environment.
- 3-5 years of Personal Lines insurance experience strongly preferred.
- Current Virginia Property and Casualty License required.
- CPCU, AINS, CIC or similar designation(s) preferred.
- Knowledge of Farm, Agribusiness, or Commercial underwriting experience helpful.
- Proficient in Microsoft Office (Word, Excel, Teams)
PHYSICAL DEMANDS:
- Position operates in a professional office environment and routinely uses standard office and mobile equipment such as computers, phones, and photocopiers.
- Position may require traveling to attending both internal and external meetings, attending conferences and other training events
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