Client Service Agent – Commercial Lines Department
Job Description:
Support Team Leader and Account Managers in servicing and retaining of commercial lines accounts. Work to ensure that client retention and service goals are met by responding promptly to requests from clients, coworkers, Team Leader and Producers. May be responsible for the management and servicing of assigned accounts under the direction of the Team Leader and Account Managers or independently as the Client Service Agent gains experience.
Work Environment & Department Structure
This position reports to the Team Leader and works as a part of the Commercial Lines Department which consists of Client Service Agents and Account Managers. Department personnel work closely with agency Producers and other our client employees in order to effectively assist clients and support agency initiatives. This department is a high pressured, fast-paced environment with significant disruption. Large number of multiple steps in complex system performed with accuracy and speed is essential to the successful completion of tasks. The workspace is indoors at the Winchester, VA office location. Minimal travel is required for this position but may be needed occasionally for training, community events, or other agency initiatives.
An internal tier designation of I or II will be used to indicate level of expected responsibility within the department based upon experience, tenure, knowledge, etc. and this tier designation will be tied to the employee’s overall compensation level. Key differences between the tier designations are as follows:
• Tier I – Will not initially manage their own book of business but may work towards being responsible or serving as backup for an assigned book of business. Employees in this role will work at the direction of the Account Managers and the Team Leader but should need less direction over time. They may not have insurance industry experience at time of hire. Learning carrier and agency processes and assisting team members will be the focus of Client Service Agents in Tier I while performing the primary role and responsibilities described herein. As they progress, Tier I Client Service Agents should focus on building and deepening relationships with the assigned book of business and becoming an expert in online carrier quoting systems, underwriting guidelines, carrier appetite, and coverage forms.
• Tier II – Will be independently responsible for an assigned book of business of small business accounts, should require minimal direction from the Account Managers and Team Leader, be able to advise other Client Service Agents as needed, and should have a minimum of 5 years of industry experience. Engaging and deepening relationships with assigned clients, holistically managing accounts, and staying up-to-date on industry changes, new product information, legislation, coverage, and technology solutions will be the focus of Client Service Agents in Tier II while performing the primary role and responsibilities described herein.
Primary Role/Responsibilities:
Tiers I & II
• Create and maintain client and prospect records in the agency management system including initial account setup and application data.
• Request and review new business and renewal quotes.
• Perform initial policy checks including policy forms, policy term, policy number, premium, commission, etc.
• Review and process renewals in coordination with Account Manager or Producer.
• Attend team renewal meetings.
• Process certificates at the direction of the Account Manager or Producer.
• Review and process endorsements including updating the electronic file, invoicing as needed, and following up with carriers.
• Process audits at the direction of the Account Manager.
• Assist with spreadsheets and premium allocations at the direction of the Account Manager.
• Become familiar with carrier websites to locate appetite, underwriting guidelines and coverage forms.
• Assist with online quoting, eventually becoming an online quoting expert for all carriers represented by the agency and assist with quotes for all commercial team members.
• Assist with new business inquiries to the agency including obtaining initial demographic information and exposure and coverage needs to discuss with team members or independently submit to carriers as appropriate.
• Inform clients of all coverage lines offered by our client (life, personal, employee benefits, etc.)
• Regularly share knowledge and skills with coworkers.
• Other duties and projects as assigned by agency management or the Team Leader.
Tier II
• Order and issue binders, certificates, policies, endorsements, and other related items; verify their accuracy; forward to client with appropriate correspondence.
• Prepare summaries of insurance, schedules and proposals as needed.
• Review existing account and help to identify exposure to loss, recommending appropriate coverage in coordination with Account Manager and Producer.
• Review audits of policies; verify accuracy and facilitate corrections, if needed, between client and carrier.
• Determine if direct or agency billing is appropriate and invoice accordingly. Use agency credit and collection policy in pursuing prompt payments.
• Work in conjunction with Account Manager or Producer to determine reasons for customer request for cancellation and act to save account.
• Assist Claims Coordinator in providing advice to clients in submitting first reports of claims, facilitating prompt response from carrier staff and following up on claim status.
• Continuously work to gain and expand knowledge and understanding of commercial lines insurance products and their respective uses, commercial lines insurance markets, insurance rating processes, underwriting procedures, industry and carrier changes, legislation, coverage, and technology solutions.
Performance Standards:
• Adherence to developed procedures and guidelines.
• Review and respond to emails and client voicemails within one business day and provide expectation of request resolution timeframe when appropriate.
• Maintenance of a 3-day maximum processing backlog.
• Responsive to client, carrier and management requests.
• Effective team player to both the department and the agency as a whole.
• Continuous effort to improve knowledge and performance.
• 95% retention rate of existing client accounts.
• Specific Timelines:
o Open Activities: maintain less than 25
o Outstanding Emails: maintain less than 25 with a target of 10
o Renewals processed (at least) 30 days prior to expiration
o Policy discrepancies resolved within 60 days
Skills and Qualifications:
• Client Service - Knowledge of principles and processes for providing client services. This includes client needs assessment, meeting quality standards for services, and evaluation of client satisfaction.
• Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures and terminology.
• Computers and Electronics - High level of computer literacy including working knowledge of Windows, Outlook, Excel, Word, agency management systems, scanning and electronic filing.
• Time Management - Effective prioritization of workload and organization of information to achieve departmental and organizational goals including timeliness of response to client and internal requests. Consistently be on time for work and all scheduled meeting and training classes.
• Communication - Clear and effective oral and written communication. Ability to communicate in the manner preferred by the client and employ active listening when conversing with the client.
• Accuracy - Strong attention to detail and ability to self-check work.
• Critical thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Demonstrate a “whatever it takes” approach to ensure client satisfaction and to support key our client initiatives.
• Teamwork - Establish and maintain effective working relationships with coworkers, clients, service providers, and carriers to foster an atmosphere of mutual respect and teamwork.
• Demeanor - Project a professional image in action and appearance. Exhibit an enthusiastic attitude, self-motivation, and a cooperative nature.
• Adaptive - Remain informed regarding industry information, applicable technology, and new product information by attending courses, completing in-house training, insurance carrier meetings, reading appropriate journals, company bulletins, meeting continuing education requirements, attending offsite meetings, etc.
• Community Focused – Furthering personal development through volunteer opportunities in order to strengthen community ties is encouraged and supported.
Requirements:
• Progressive property & casualty insurance experience as defined by the tier descriptions in the Work Environment and Department Structure section of this document.
• Client service experience preferred.
• 2-year of completed college coursework or industry specific designation preferred.
• Property & Casualty Insurance License in good standing or obtained within 60 days of employment.
• Valid driver’s license.
Benefits
• Medical, dental, vision
• 401k with employer match
• Aflac
• PTO, holidays
• Team events: birthdays, summer picnic, ice cream days, "Fun Committee" activities
• Education-focused: University (WGU), policy reviews 2x/month
• Paid training and designation support
• Community engagement: PTO support for employees involved in nonprofits