Insurance Services Agent

POSITION TITLE: Insurance Services Agent

JOB STATUS: Full time/Hourly

DEPARTMENT: Insurance Services

REPORTS TO:  Insurance Services Team Lead

TRAVEL REQUIRED: As needed

WORK SCHEDULE: Hybrid – 4 days in-office, 1 day remote after training

PAY: The expected base pay range for this position is $20.39-$23.99 plus additional bonus opportunity. The hourly compensation range is based on experience, qualifications, and other relevant factors. Final compensation decisions will take into account a variety of considerations, including individual skills, internal equity, and organizational needs.

HomeFirst® Agency (HFA) is a leading insurance agency offering a wide range of insurance products from nationally-known insurance companies to protect your home, property and life. We strive to help customers find the right insurance products to fit their needs at competitive rates. Located in Maryville, Tennessee, we offer homeowners insurance to customers nationwide, and insurance to protect your other property and life in select states. For over 20 years, we have helped customers with their insurance needs. Today, we have more than 180,000 customers.

JOB SUMMARY

The licensed Insurance Services Agent provides excellent service and support to policyholders, agents, lenders, Retail Home Centers, and management during the lifetime of a policy. The licensed Insurance Services Agent reports to the Insurance Services Team Lead and provides exemplary customer service through inbound and outbound calls regarding HomeFirst accounts, products, services, and insurance policy sales. This position acts as a guide to policyholders by understanding all aspects of policies and ensuring client satisfaction. The licensed Insurance Services Agent ensures all necessary information is accurately recorded and documented, while providing support as needed to ensure policyholders have a positive experience.

JOB FUNCTIONS

Customer Service

• Adheres to company policies, procedures, and insurance regulatory requirements, ensuring that all insurance interactions comply with legal and ethical standards.

• Serves as the first point of contact for policyholders to ask questions and understand products.

• Demonstrates empathy and sensitivity when dealing with policyholders who may be experiencing stress or loss, helping to build trust to maintain a positive relationship.

• Builds strong rapport and relationships with policyholders to encourage policy renewals to prevent cancellations.

• Verifies policyholder’s contact information.

• Provides information to clients about policies and coverages, answering all questions or concerns.

• Sets expectations with policyholders, completes documentation and other information needed for renewals, payments, and cancellations.

• Processes credit card and ACH payments for customers and advising on billing statements and payment options.

• Continuously self-develops product knowledge and other Agency products offered for referrals.

• Assists Sales Support, Sales and Retail preparing quotes, binders and applications for review and closings.

• Maintains training and development by seeking ongoing, enhanced product knowledge and customer service skills. Staying informed about industry changes and updates.

Administrative 

• Assists and supports fellow licensed Insurance Agents and leadership with administrative tasks:

  • mailing checks,

  • completing letters, legal documents, and forms required for policyholders,

  • emails,

  • rightfaxes,

  • and other correspondence.

• Creates and distributes flood, replacement cost, letters of experience, and policy changes.

• Performs general office duties, photocopying, scanning, and faxing.

• Distributes, processes and images lienholder changes received via mail, email, or fax.

• Receives, distributes, and processes requests from policyholders from HFA website.

• Creates, reviews, and issues potential new policyholder binders and insurance applications.

• Works various special projects and spread sheets to maintain client satisfaction and Agency efficiencies.

Underwriting

• Communicates information needed with policyholders and lenders for underwriting instructions and updates.

• Reviews appraisals and pictures, analyzing risk for acceptable coverage increases.

• Reviews policies for updates, coverage increases, and rewrites with policyholders and lenders.