General Description : Responsible for managing the operational activities of the unit/department in order to ensure consistent standards of service and professionalism. Required to perform essential functions and meet service standards, Best Practices, and Risk Management Quality Control standards developed by USI. Individual in this position may also have responsibilities handling a book of business and adhere to Account Manager position description, as well.
Responsibilities :
• Provide technical expertise in coordinating the inside service of new and existing clients through sales, account development, and problem solving in accordance with the objectives and procedures based on USI Core Values and Standards.
• Respond to client requests for information, documents, and general insurance inquiries. Handle all aspects of Personal Lines Property & Casualty Insurance.
• Maintain quality control of renewal expirations, avoid any lapse in coverage. Ensure team members are addressing renewals in a timely manner.
• Produce and monitor various monthly reports to ensure all policies have been renewed in a timely manner. Review team members open items, workloads and backlog.
• Identify, plan and resolve routine department coverage and workload issues. Take necessary action to resolve issues.
• Monitor call queue and redistribute work load based on call volumes.
• Perform periodic quality audits, when necessary.
• Maintain client files accurately and consistently; responsible for proper documentation of files and proper communication to all in accordance with company workflows, procedures and best practices. Maintain a high degree of accuracy in agency management and document management systems.
• Responsible for supervision of 2 or more employees.
• In partnership with the department supervisor, responsible for interviewing, hiring, training and development of the team.
• Partner with department supervisor to manage employees through performance reviews, performance improvement plans, setting priorities, developing work plans and schedules, handling department issues, recording time and attendance and approval of expense reports.
Knowledge, Skills and Abilities :
• 3+ years experience in Personal Property & Casualty Insurance Agency along with comprehensive understanding of all Property & Casualty insurance coverages, underwriting and rating concepts.
• High School Graduate. College degree preferred, but not required.
• Prior managerial experience preferred, but not required. Ability to manage others effectively.
• Prior call center experience preferred but not required.
• Must hold state Property & Casualty insurance license or willing to obtain one within an agreed upon timeframe.
• Hold an industry designation such as ARM, CIC, and CPCU or expected to further industry knowledge through courses with intent to pursue an industry designation.
• Strong written, oral and interpersonal communication skills.
• Ability to carry out complex tasks with many concrete and abstract variables.
• Must be comfortable with internet based programs as well as intermediate knowledge of Microsoft office products. Knowledge of Sagitta/WorkSmart preferred, but not required.
• Ability to work in a fast paced environment with minimal instruction and a high degree of accuracy.
• Sets priorities and manages work flow to ensure efficient, timely and accurate processing of transactions and other responsibilities.
• Maintain a cordial and effective relationship with clients, co-workers, carriers, vendors and other business contacts. Ability to work in a team environment.
• Ability to understand call center technologies and manage call traffic.
• Keep informed regarding industry information, new product information, legislation, coverages and technology to continuously improve knowledge and performance.
• Interact with others effectively by utilizing good communication skills, cooperating purposefully and providing information and guidance, as needed, to achieve the business goals of the company.
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