Client Support Specialist, Personal Lines

The Personal Lines Client Service Specialist is responsible for providing exceptional service to our clients and their co-workers. They work collectively with assigned account managers to provide support in selling and servicing to our current and new clients. 

Duties & Responsibilities

• Provides professional, courteous service to our clients, carrier representatives, underwriters, business partners, and HUB colleagues, resulting in a rate of account retention that meets or exceeds expectations. 

• Provides a high level of support to our Sales staff in obtaining, maintaining, and expanding business

• May also be responsible for account rounding and the development of new business as appropriate and in accordance with standard practices, policies, and procedures.

• Acts as liaison between clients and insurance carriers to resolve escalated complex service issues that require policy interpretation and experience-based judgment to resolve.  May also negotiate with underwriters and carriers.  Troubleshoots claims and billing issues.

• Produce binders, certificates, endorsements, and other related items while verifying their accuracy

• Maintain controls on renewals and binders to ensure timely preparation and processing

• Prepare summaries of insurance, schedules, and proposals as needed for account review

• Remarket renewals, contact clients, create renewal proposals and handle other renewal activities in coordination with the producer and/or Account Manager

• Gather underwriting, pricing, and supporting data for preparation of submission.

• Assist Producers and/or Account Managers in the premium collection process and handle accounting issues

• Responsible for follow up on delinquent accounts which have been set to cancel for non-payment by the carrier

• Refers current and prospective clients to other departments for solicitation of those lines of business

• Assist clients with claims when necessary

• Maintains accurate and organized account files by appropriately documenting conversations with clients and carrier representatives; updates all HUB computer systems and automated agency management systems; ensures the accuracy of data

• Performs other duties and projects as assigned.

Job Specifications

Qualifications

• High School Diploma / GED; College degree strongly preferred

• 1-2 years of related insurance experience (brokerage experience preferred) or equivalent combination of education & experience strongly preferred

• Preferred to be currently licensed in good standing in required lines and states but not required. If unlicensed, must be willing to work towards obtaining license for required lines and states within 1 year of hire.

Knowledge / Skills / Abilities

• Ability to effectively and professionally communicate orally and in writing with internal and external customers

• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

• Critical Thinking: Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

• Desire to learn and grow within the insurance industry

• Ability to respond to customer needs, solicit customer feedback to improve service, and handle difficult or emotional customer situations promptly and accurately

• Confidence and demeanor to effectively interact with all levels within the organization

• Ability to develop and maintain strong client relationships; work effectively with insurance and service vendors to gain cooperation in meeting clients’ needs.

• Ability to efficiently gather pertinent information and facts, analyze and solve problems timely and thoroughly

• Problem Solving: Ability to identify complex problems and review related information to develop and evaluate options and implement solutions.

• Ability to prioritize and organize multiple tasks and responsibilities in order to complete assignments on time and with optimal accuracy.

• Computer skills: proficiency with Microsoft Office Suite, Outlook and agency management systems

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages

Working Conditions and Physical Demands

• This position primarily involves remaining in a stationary position for the majority of the workday.

• The person in this position frequently communicates with colleagues and clients both in person and on the telephone; Must be able to communicate