Serves as primary service contact to ensure superior customer experience & manage inbound emails and phone calls to resolve inquiries and troubleshoot.
Provide best in class customer service to internal and external customers, executing follow-through to achieve first contact resolution and improve next call avoidance.
Maintain a knowledge base of general insurance concepts and terms and understand strategy, territory appetite and key agent partners to achieve growth and profitability goals.
Assist in recommendations and enhancements to continually improve the customer experience (workflow, systems, knowledge) to increase efficiency and minimize misdirected calls and emails.
Supports renewal activities; renewal issuance, endorsement/document request, claim reviews, file documentation, handles legal notice requests and inquiries and evaluation of loss control reports.
Updates work management system statuses throughout the cycle of the policy and monitors work in queue & maintain diligent record keeping of disposition of inbound inquiries.
Cultivates strong business relationships (internal and external) by proactively communicating and conveying ownership and commitment & building report, credibility, and trust.
Demonstrates working knowledge of underwriting systems, workflows, procedures, and compliance rules and underwriting guidelines.

Minimum of 2 years' experience in a customer service or support role in commercial/personal lines.
Bachelor’s degree or equivalent combination of education and experience.
Property and Casualty insurance license preferred (6 months preparation time permitted).
Strong attention to detail, time management and decision-making skills.
Ability to work effectively independently and within a collaborative team-oriented environment using sound judgment in decision-making.
Customer Service Oriented! Promote teamwork and organizational success, while accepting accountability and ownership, celebrating successes, and learning from past mistakes.
Must be self-driven, detail-oriented, comfortable in a growing ever-changing organization, and have strong organizational skills including time-management and prioritization.
Some travel may be required sometimes.

Summer Fridays (Leave at 2:00PM all Fridays from Memorial Day to Labor Day).
Great healthcare coverage including Medical, Vision, and Dental.
401k with company match. Immediately 100% vested.
Life, AD&D, Critical Illness, Accident, and Disability (short-term & long-term) insurance.
Growth and development opportunities.
Work-Life Balance and wellness benefits with generous time off policy including PTO and paid holidays.
Dependent Care FSA, Healthcare FSA, Virtual Telemedicine, Employee Discount Programs, Paid Parental Leave, HSA, HRA, Commuter/Transit FSA, and a Sabbatical every 7 years.

Insurance Client Services Advocate

Key skills