Client Advocate - Small Business Accounts

Description

This position supports daily client needs as well as supports the  entire SBA team with new or renewal business. 

Essential Duties and Responsibilities 

Account Management 

• Provide day-to-day client management 
• Support team in handling of calls/emails and investigates questions and concerns from insured (Billing, Change Requests, Certificates, Auto ID Cards, Basic Policy questions). 
• Process incoming mail (postal, email and/or faxes) for the team and distribute to team 
• Process cancellation notices/non-payment issues 
• Review policies, send change request to companies, update schedules and applications, and prepare for policy delivery 
• Deliver policies as directed by Producer 
• Request and prepare policy endorsements 
• Issue certificates of insurance and deliver special handling certificates 
• Process client monthly reports 
• Process premium audits and deliver disputed audits 
• Follow agency procedures for client management system 

New/Renewal Marketing  

• Contribute to agency revenue and retention goals by following established Commercial Lines policies and procedures 
• Review expiration checklist and manage workflow per Commercial Lines Service Standards 
• Work with team to coordinate market ready submissions including specialty applications 
• Review and roll renewal submissions or create Acord applications as directed by team 
• Complete online rating with carriers as required for coverage placement as directed by team 
• Prepare finance agreements with finance companies 
• Review and issue renewal certificates, automobile identification cards, binders, claim reporting forms, invoices to distribute to clients. 

Other Duties and Responsibilities 

• Accept special assignments as directed by leader 
• Support agency directives in effectively managing agency/carrier relationships 
• Demonstrate general knowledge of agency carriers, carrier/broker marketplace and underwriting in order to coordinate with insurance companies to address client issues and solve client problems 

Requirements

• At least 2+ years of Business Insurance customer service experience (required).  
• Experience with online quoting and overall knowledge of the commercial insurance marketplace (required). 
• Ability to work in a team setting (required). 
• Detail-oriented (required). 
• Ability to organize and prioritize work responsibilities (required). 
• Excellent communication skills – verbal and written (required). 
• Active Resident Property and Casualty insurance license (required). 
• Epic experience (preferred). 
• Microsoft Office experience, specifically Word and Excel (preferred) 
• Ability to navigate insurance carrier websites (preferred).