JOB RESPONSIBILITIES    

Primary Job Functions:

• Complete applications for insurance.  Prepare and communicate insurance premium quotations.
• Respond to customer inquiries and make recommendations regarding coverage for new and existing insurance policies.
• Process policy changes as requested by customers.  Follow up with customers for company requested information.
• Accept insurance premium payments and process for delivery to appropriate carriers.
• Document all customer contacts and correspondence.
• Screen and underwrite prospects using established company and agency guidelines for proper placement with agency carriers.
• Take first loss reports as required.  Advise insureds of claims procedures and assist them with the claims process as needed.
• Diary and follow up with claims Adjusters and related personnel to ensure prompt claim handling.
• Assist in problem resolution (i.e., refund of cancellation requests, reinstatements, rewrites, service complaints, etc.).
• Review assigned accounts for cross sale and upgrade potential.

• Assist customers with their needs on a first come, first served basis, subject to insurance licensing requirements, regardless of which employee issued the customer's policy or prepared the quotation for coverage.                        

• Service policyholders as required, including endorsement processing and requesting information required by the insurance company.

• Issue certificates of insurance, insurance identification cards, SR22 filings as requested by insureds or other entities.  (mortgage companies, DMV, lien holders, etc)
• Update policy/Customer information through the Agency Management System and/or carrier on-line system.
• Type correspondence, maintain policy files and diaries, and order supplies necessary for the efficient operation of the department.
• Assist in departmental projects and information gathering, assist manager in the training and development of other insurance specialists.
• Be capable of covering the Insurance Coordinator functions.
• Performs other duties as assigned. 

1. Customer Relations and Interpersonal Skills-Understanding and anticipating members' needs and expectations, and striving to meet or exceed those expectations; using good customer relations and interpersonal skills in helping solve members' problems and answer their questions.
2. Active Listening-Listening to, interpreting, understanding, and processing verbal information; probing to ensure all key information is obtained from member.
3. Communication and Telephone Skills-Using proper telephone etiquette and speaking in a clear, understandable manner; tactfully controlling interactions in order to efficiently obtain and give necessary information; clearly explaining itineraries, costs, and other travel related information; preparing written communications and documents.
4. Decision Making and Problem Solving-Analyzing information, identifying alternatives, and making sound, logical decisions; deviating from standard procedures when appropriate for delivering excellent member service, subject to the agency agreements with the various insurance companies.
5. Teamwork, Cooperation, Professionalism- Must be able to build and maintain smooth, cooperative working relationships with each fellow employee, assisting other team members when possible, maintaining a professional working demeanor at all times.
6. Dealing with High Volume-Dealing effectively with high volume and time pressure; displaying a positive, caring attitude with each customer and with fellow employees. 
7. Flexibility and Adaptability-Adapting to change and being flexible in adjusting approach to meet the needs in different situations.