Agent & Client Services Representative

Agent & Client Services Representative

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

The Agent & Client Services Representative is essentially an entry level customer service representative in training. Due to this being a trainee position, those in this role will receive frequent training, development and testing in order to become a Level I – Agent & Client Services Representative, which is a requirement. This role requires interaction with the agency force and clients to provide information and answer questions about products, services, and procedures as they relate to policies and claims. The inquires come primarily from inbound telephone calls.

Essential Job Functions

• Handle high call volume
• Answer questions about products, services, and processing procedures
• Take payments on new and existing accounts
• Note details of all calls and/or transactions on the policy or claim file.
• Utilize our internal claims system to record, track and monitor insurance claims.
• Resolve customer grievances
• Respond to all inbound consumer and agent calls and written correspondences in a timely and professional manner
• Manage and utilize time effectively to ensure the department meets the required service levels for improved customer satisfaction results
• Adhere to policies and procedures of employee handbook
• Perform other duties as assigned

Required Knowledge, Skills & Ability

• Thorough knowledge of UPCIC underwriting/claims manuals, procedures, policy administration and workflow application
• Reliable and consistent adherence to attendance policies
• Excellent communication and interpersonal skills
• Excellent reading comprehension
• Ability to accomplish daily goals and meet performance targets
• Ability to manage multiple tasks simultaneously
• Ability to operate in various software programs simultaneously
• Meet and exceed call quality expectations
• Proficient in Microsoft Office including Word, Power Point and Excel
• Must be able to pass a background check to acquire the Florida Personal Lines Insurance Agent License (20-44) or Florida General Lines Insurance Agent License (2-20)
• Dedicated and separate high-speed Internet with at least 50 Mbps download and 10 Mbps upload speeds: DSL or Cable (no wireless or satellite ISPs allowed)

Benefit Highlights

• Industry leading medical, dental and vision insurance plan
• 401(k) Retirement Plan with a company match of 100% on up to 5% of compensation (match is fully-vested immediately)
• Generous PTO policy
• Eligible for performance based bonuses