Customer Service Representative, Insurance

About Specialty Program Group:

Our goal is to partner with industry-leading specialty businesses to provide them with the ability to achieve their goals and optimize their businesses. Specialty Program Group offers access to capital and investment, deep carrier relationships, creative thinking, product development and broad distribution, while allowing our businesses to maintain the essence of what makes them successful. Specialty Program Group delivers leading-edge specialty expertise backed by transformative digital capabilities and sophisticated data and analytics.

Summary of the Role:

A pioneer in insurance technology, Insureon operates the largest online insurance marketplace for small businesses in the U.S. Our proprietary technology platform enables business owners to easily compare and purchase the insurance they need. We also license this platform to select industry participants who are looking to more effectively service their own clients. We are integrated with every major U.S. carrier, manage over $400M in premium annually and are licensed in all 50 states.

We place a high value on having fun at work, personal and company integrity and teamwork, and we believe our success is truly a team sport. We foster a service mentality inside and outside our company and our fast-paced team is driven by results and is energetic about servicing our clients.

We believe that our team members know what work location will enable them to do their best work in serving our customers. As an eCommerce workplace, we have prioritized working as virtual-first and offer access to office space in our Chicago location as a resource to work from instead of a daily workplace.

We are looking for a Digital Customer Service Representative to join our firm. This role is viewed as a developmental position with the objective of obtaining the skills, proficiencies and sustained performance to support our Digital Producers and Account Managers through retaining and servicing the Insureon book of business.

This position is hybrid and can be located anywhere in the US.

Essential Functions and Responsibilities:

• Approved State Licenses needed

• Review of all bound policies for quality assurance

• Process endorsements, certificates of insurance, and sending invoices

• Process billing questions for new and renewal policies

• Handle non-pay cancellation notices from Carriers to follow up for payments due

• Post bind process and policy review

• Identify cross sell opportunities

• Coordinate and monitor account servicing

• Ability to work directly with Carriers & within Carrier sites to process billing and endorsements needed for clients

• Superior Microsoft Office experience 

• Strong organizational, customer service orientation & disciplined time management skills

• Comfort level with out bound dialing and phone conversations with clients

• Insurance experience preferred

• Ability to communicate effectively with others via the phone and email 

• Experience with multi-tasking in a fast-paced environment

• Comfort level with working remotely

• Other duties may be assigned

Additional or Daily Responsibilities:

• Assist the Producers and AM team members to act on alerts in the agency management system

• Act as concierge for all clients post bind, answering their billing and servicing questions

• 1st term only, proactive email sent to clients advising who their Account Manager is with all contact information

• Facilitate the post bind process and all policy review to maintain well documented Agency Management files, smooth customer transition from producer to account manager as well as timely policy deliverance

• Support policy cancellation process

• Assist with customer servicing requests from clients by working with internal teams and carrier service centers

• Deliver excellent customer service to delight our customers in every online and offline interaction

• Have a full understanding of the processes in our agency management system to be able to assist in the post bind process, process endorsements, cancellations, billing questions, LPR’s and Certificates

• Successfully be able to prioritize and support for all Producers and Account Managers

• Coverage training and utilization of carrier trainings

• Support client needs in a timely and well thought out manor to include answering and or making phone calls to clients, billing issues, audit questions, coverage inquiries, certificates of insuranc