Small Commercial Sales - Client Specialist

You have a clear vision of where your career can go. And we have the leadership to help you get there. At CNA, we strive to create a culture in which people know they matter and are part of something important, ensuring the abilities of all employees are used to their fullest potential. 

CNA seeks to offer a comprehensive and competitive benefits package to our employees that helps them — and their family members — achieve their physical, financial, emotional and social wellbeing goals.

For a detailed look at CNA’s benefits, check out our Candidate Guide.

JOB DESCRIPTION:

The role of Agency Support Specialist works within their team to develop, manage, and deliver support services to a large group of CNA agencies who have small commercial opportunity.  The position requires collaboration and willingness to work closely with stakeholders in sales, product and underwriting.  Build a strong understanding of who to rely on when assisting agencies with issues in areas such as renewal processing, endorsement request issues and commission questions.

Essential Duties & Responsibilities

Performs a combination of duties in accordance with departmental guidelines:

• Take incoming calls from CNA appointed agencies to assist with items related to production; examples include helping an agency find materials to help sell CNA small commercial products, to answering questions about quoting in CNACentral.
• Conducts monthly webinar for agencies to cover workflow in CNACentral and help agency staff identify where they can go to get questions answered online.  May also conduct webinars to talk about appetite and coverage differentiators.
• Take incoming calls and emails from CNA appointed agents in regards to service related issues; route those to the correct internal stakeholders (service center team, agency help desk, etc.).
• Maintain a strong understanding of CNA small commercial appetite and underwriting to assist with answering agency questions.
• Have some understanding of key coverages and endorsements available to assist agencies with more basic questions on coverage options available.
• Assist agencies in their understanding of available online resources to help reduce the number of call-ins.
• May assist with processing broker-of-record requests.
• For a small group of agencies, may make some outbound calls to maintain agency exposure to CNA small commercial.

May perform additional duties as assigned.

Skills, Knowledge & Abilities

• Basic knowledge of the insurance industry, its products and services required  
• Strong interpersonal and communication skills.  Ability to effectively interact with both internal and external business partners.
• Experience working in a call center environment with heavy customer interaction preferred
• Knowledge of Microsoft Office Suite and other business-related software.

Education & Experience

• Bachelor’s Degree preferred. 
• General Lines 220 Agents License preferred
• Typically a minimum of 2 or more years of customer service experience. 
• Small business experience strongly preferred. 

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CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact leaveadministration@cna.com.