Job Description

POSITION PURPOSE

The position assumes responsibility for the daily operations of assigned accounts to support Account Managers in their management of client relationships, providing excellent customer service to internal and external customers, and maintains strong professional relationships with carriers & co-workers. Assists customers on a limited basis by courteously and promptly resolving customer questions or referring the questions to the appropriate personnel. Position will develop a strong understanding of AMS360, our operating system. Position would have a great potential of growth and/or advancement within the Agency. The position requires a highly organized individual, able to work independently with minimal supervision.

ESSENTIAL FUNCTIONS AND BASIC DUTIES (all duties may be performed on a daily basis)

1. Assumes responsibility for accurate entry of insured’s information and processing of procedures.

a. Receives and processes service requests by phone, fax and email.

b Supports the Account Manager renewal efforts by pulling expiration lists, obtaining updated renewal information from insureds, preparing and submitting renewal applications to carriers, and preparing initial proposal for submission to Account Manager.

c. Maintains AMS files to insure all Activities, Notes, quotes, client communications, endorsements, binding information and policy documents are appropriately labeled and stored in AMS.

d. Utilizes Suspense feature in AMS to manage compliance with the required workflows and to support Account Managers and Account Executives in the completion of their assigned tasks.

2. Assumes responsibility for establishing and maintaining professional working relationships with clients and miscellaneous customer service functions.

a. Sets up and processes new customers, rating, binding and issue.

b. Ensures effective ongoing communication with clients to maintain high levels of customer retention.

c. Seeks to resolve customer concerns promptly and effectively.

3. Assumes responsibility for establishing and maintaining effective communication and coordination with co-workers and with management.

a. Works to foster a cooperative team environment.

b. Keeps management well informed of area activities and of any significant problems.

c. Completes assigned documentation in an accurate and timely manner.

4. Assumes responsibility for related duties as required or assigned.

a. Keeps work area clean, secure, and well maintained.

b. Completes special projects as assigned.

c. Attends and participates in meetings, conference calls, and seminars as required.

PERFORMANCE MEASUREMENTS

1. Customer Service is accurate, prompt and courteous and processed in a timely manner.

2. Files are correct, current and well maintained. Both electronically and paper.

3. Good working relationships exist with clients. Client concerns and objectives are addressed and solutions are provided.

4. Positive working business relations exist with management, internal staff and carriers.

QUALIFICATIONS

Education: High school graduate. College training in a business related field preferred.

Experience: Zero to three years of experience in customer service or administrative support preferred.

Skills / Abilities: Proven ability to analyze and solve problems

Solid organizational skills and ability to work efficiently under strict time constraints

Strong computer skills, including experience with Microsoft Office suite of products

Friendly & energetic with a desire to learn and grow in an organization

Works well in a team environment.

Strong attention to detail

Excellent written and verbal communication skills

PHYSICAL DEMANDS

This position is in an office environment which requires extensive periods of sitting and working on a computer and/or phones. However, the position has the flexibility, at the discretion of the employee, to stand up and move around as desired. Only light (less than 20 pounds) lifting will normally be required of the position.

Job Type: Full-time

Pay: $17.00 - $20.00 per hour

Benefits: