Agency Services Agent
Job Title: Agency Services Agent
Department: Business Operations/Agency Services
Salary Grade : 8 - $20.38/$42,384 – $30.57/$63,577
Bonus Tier: 10%
This Agent position serves as a liaison between Western Reserve Group, other Agency Services appointed carriers, and the contracted Western Reserve Group Agent, based upon contract type. This position is responsible for the handling of a variety of requests and resolving customer complaints for the customer on behalf of the contracted Agent. The Agent will manage commercial, farm and personal lines accounts as well as bond policies. The Agent must have agency related or company related experience combined with insurance knowledge in the commercial, farm and personal lines of business. The Agent must secure and maintain a major lines property and casualty license for both resident and required non-resident(s) state(s).
The position is responsible for having strong customer related service skills and the fostering of team, departmental and company relationships, promoting positive agency, agent, and company relations. The Agent is also responsible for working with their team to achieve designated service standards. This role may also require performing job functions within other departments as assigned.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Work within required Agency Services Management and Western Reserve Group Systems.
Maintain understanding of company/carrier lines of business and products.
Respond to and handle policies in which includes rating and data entry:
New business applications
Amendment Requests
Billing inquiries or questions
Bind, furnish or provide certificates of insurance, declarations, or ID Cards
Claim reporting
Quote Research Preparation and Completion
Renewals, including performing renewal reviews
Cancellations/Non-Renewals
Ensure an accurate and timely product.
Seize opportunities to upsell products, coverage, or limits.
Handle all phone calls in a courteous and professional manner.
Help train new / existing employees on procedures, agency standards, quality control in coordination with the Supervisor.
Build sustainable relationships and engage customers by going the extra mile.
Identify customers’ needs, clarify information, research issues, and provide solutions and/or alternatives.
Troubleshoot and resolve problems that result from processing errors or system constraints in coordination with the Supervisor, the carrier/company, and Information Technologies Department.
Communicate via telephone, fax, electronic and written correspondence with agency, team, departmental and other Company personnel in a courteous and professional manner.
Assist with or complete other projects as assigned.
Demonstrate positive leadership skills, positive attitude and create a positive experience for the customers contacting Agency Services.
Maintain organization of digital files per guidelines.
Perform job functions of other areas of the Business Operations Department.
SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Major Lines Property & Casualty Resident Agent License (must have or will obtain)
5+ Years Personal/Commercial/Farm Lines experience preferred
Excellent Verbal and Written Communication Skills
Ability to handle Multiple Tasks in a changing work environment
Excellent PC and Data Entry skills
Ambitious and Self-Motivated
Exceptional Interpersonal Communication Skills
Strong Prioritization and Organizational Skills
Ability to Think “Outside the Box”
Excellent Organizational and Time Management Skills
LANGUAGE SKILLS
The individual must be able to communicate with internal and external customers effectively and clearly via telephone, fax, e-mail, text messaging, one-on-one dialogue, and small group presentations in a highly professional manner.
REASONING ABILITY
The position requires the individual to apply common sense, understanding, reasoning and sound educated judgment.
CERTIFICATES, LICENSES, REGISTRATIONS
Major Lines Property & Casualty Resident Agent License (including non-resident)
Complete required CE (continuing education) to maintain agency license(s)
Course work and Seminar/Webinar work are encouraged.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Employees are required to perform various PC functions at a workstation. Additionally, the employee is required to devote substantial time to telephone communication.
The employee may be required to stand, walk, reach with hands and arms and bend or squat, to perform various functions. The employee is required to lift up to 45 pounds. You may be required to perform these duties one or more days per week.
Employees may be required to travel from time to time. This may require extended periods of time sitting in a vehicle.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The Agent will be assigned a specific workstation. The workstation has the necessary space and equipment to perform the position duties.