Respond to customer inquiries via phone/email and complete routine insurance tasks in the Agency Management System
Handle questions and concerns from customers professionally, politely, and efficiently
Escalate communications to the appropriate resource when needed
Support Sr. Specialists and Account Managers by proactively processing service-related issues
Collaborate with offshore Service Delivery Teams on client work and provide feedback to offshore teams
Independently operate client systems and process routine (endorsements, certificates of insurance, application follow-ups, quoting) insurance tasks
Document work in client/company database
Build relationships with the clients and insureds to support client retention and revenue growth
Consult with client team members on work and requests from insureds
Look for opportunities to improve processes
Provide suggestions to the OPEX team and SDU Leadership
Help maintain procedures, service level goals and guidelines
Follow established procedures to meet quality SLAs while maintaining security policies/standards
Train new Account Specialists on basic tasks and procedures
Provide direction/instruction as needed to new hires
Check and audit work of new hires
Collaborate with coworkers and supervisors to meet client needs and contribute to achievement of internal team goals

High School Diploma or equivalent
Property and Casualty License highly preferred
Professional customer service experience required
2-3 years insurance experience preferred (personal lines, commercial lines, life & health, employee benefits, etc.)
Strong written and verbal communication skills
Fluent in Microsoft Office products (Word and Excel)
Process-focus and strong attention-to-detail
Technological proficiency
ability to learn, utilize, and navigate a variety of client and internal systems

Insurance Account Specialist

Key skills