Insurance Solutions SpecialistPay Rate - $25/HRSchedule: Team members work scheduled shift Monday through Friday (7:00 AM to 9:30 PM Eastern time) and a rotating Saturday (9:00 AM to 5:00 PM).W2 Contract to HireSummary
An Insurance Solutions Specialist is responsible for providing exceptional insurance services to policyholders, agents, and other stakeholders via Inbound/outbound phone calls, emails, fax and/or other communication channels. The successful employee in this role has the ability to take a consultative approach listening to clients’ needs, understanding their unique situations, and tailoring insurance solutions accordingly.
What you'll be doing- Through a comprehensive account review process, be able to effectively and accurately explain those products and coverages to policyholder and answer any questions.
- Successfully offer products and coverages to meet policyholder needs.
- Process transactions and have consultative conversations to respond to policyholders’ stated needs, identify unstated needs and take appropriate action to ensure a well-rounded account.
- Accurately relay information and make decisions using established underwriting guidelines, procedures, and philosophy for states in which we are licensed to do business.
- Must use established guidelines and techniques such as timeliness, quality, and effectiveness to respond to all inquiries.
- Recommend and/or sell additional or increased coverage in appropriate situations and within specified carrier guidelines. Provide insurance quotes to policyholders as required.
- Review incoming correspondence, request additional details when needed and draft written communications in response to service requests received from policyholders and agents within current service level guidelines.
- Independently interpret and verify coverages and data. Documents each interaction and enters information into multiple systems with accuracy and concision.
- Adherence to Workforce Management is required. Up to ninety percent (90%) of the role is time spent on the phone.
- Compliance with state and federal regulations and trustworthiness are paramount.
- Utilizes appropriate resources and training materials. Serves as a resource to peers.
- Participates in relevant meetings, training and project work as assigned. May perform other duties as required.
Key Measures of Success:Efficiency performance metrics including, but not limited to:
- Average handle time
- Schedule adherence & availability
- Production targets
Customer Service and Quality targets (measured individually or at group level) including, but not limited to:
- Service feedback and survey responses
- Call listening feedback and quality scores
- Eliminating need for caller to call back
- Improving policyholder retention
Essential Skills & Experience- Typically, has at least 2+ years of experience in either an agency or working for a carrier
- Must have Property & Casualty Insurance License
- Prior call center/contact center experience strongly preferred.
- Must have or secure and maintain appropriate state license(s) and continuing education credits.
- Possesses strong customer service and sales skills and behaviors.
- Ability to cultivate business relationships in key departments.
- Able to take ownership of issues, overcome obstacles, be flexible and find common ground for resolution.
- Exhibits organization’s values, positive attitude and patience when communicating with customers
- Strong organizational and time management skills
- Demonstrates strong written and verbal communication skills.
- Thinks critically and independently anticipates, recognizes, identifies, and develops solutions to problems in a timely manner and within department service level guidelines.
- Demonstrates flexibility in responding to changing situations, requirements, or priorities.
- Support an environment of teamwork and collaboration.
- Demonstrate proficiency on computer applications such as MS Teams, Excel, Word, Outlook, other operating software systems, etc. and the ability to use multiple applications and monitors simultaneously.
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