Job Description

CLIENT SERVICE REPRESENTATIVE

REPORTS TO:

The Client Service Representative will report to the Owner of Hobbs Insurance.

JOB OVERVIEW

Client Service Representatives work alongside the agency owner to provide a positive client experience to all client advocates. Client Service Representatives play an integral role in the communication process of an agency through discussions surrounding policies, payments, underwriting guidelines, and marketing initiatives. This position will aid in new business growth of the agency through cross-selling of multiple lines of business, and increased retention through consistent follow-through of job-related tasks.

Client Service Representatives are generally the first point of contact when a client enters or telephones the agency. This person must enjoy working the public and be always compassionate and empathetic to the needs of others. This candidate must also possess the ability to diffuse difficult situations should they arise as well.

While state insurance licensure is not required to obtain employment, the job duties and responsibilities rely heavily on one securing their license. The Representative’s willingness to become licensed within the specified timeframe will enable them to perform more duties within the agency and would provide a career path with the potential to earn more income.

RESPONSIBILITIES AND DUTIES

· Determine client needs and expectations, and deliver resolution in a timely manner

· Assist in the Advertising and Marketing campaigns of the agency

· Document files of client interactions and transactions

· Pivot to additional lines of business and secure appointments for the agent/sales associates

· Record and report loss information to Claims, while following up after the process to ensure client satisfaction

· Multi-task and handle complex inquiries

· Secure insurance license within the requested timeframe of the agency

· Perform other duties as assigned

ONCE THE CLIENT SERVICE REPRESENTATIVE SECURES HIS/HER LICENSE, OTHER DUTIES MAY FOLLOW SUCH AS:

· Quote and process new business submissions

· Effectively field underwrite and secure quality business for the agency

· Follow-up on “action needed” items from the Underwriting team

· Review renewals and prepare proposals for the Agent’s Professional Insurance Review

· Prospect for new business opportunities

· Measure the agency’s sales results vs. goals

· Coordinate and schedule team meetings

BEHAVIORAL COMPETENCIES

ADAPTABILITY: Maintaining effectiveness when experiencing major changes in work responsibilities or environment (e.g., people, processes, structure, or culture); adjusting effectively to change by exploring the benefits, trying new approaches, and collaborating with others to make the change successful.

APPLIED LEARNING: Assimilating and applying new job-related information in a timely manner.

BUILDING CUSTOMER LOYALTY: Meeting and exceeding (internal or external) customer expectations while cultivating relationships that secure commitment and trust.

COMMUNICATION: Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that helps them understand and retain the message; listening actively to others.

INFLUENCING: Using effective involvement and persuasion strategies to gain acceptance of ideas and commitment to actions that support specific work outcomes.

MANAGING WORK: Effectively managing one’s time and resources to ensure that work is completed efficiently.

SALES PERSUASION: Gaining prospect or customer commitment to a product, service, or idea using effective influence strategies.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

High school diploma or equivalent required, college graduate preferred. Prior client service work history preferred. Candidate must be willing to undergo the appointment process with American National and submit to a background and credit check.

· Insurance experience preferred

· Possess the ability to solve complex situations in a professional and respect manner

· Ability to multi-task in a fast-paced environment with attention to detail and follow-up

· Strong communication and organizational skills

· Self-starter, takes initiative with little direction

· Proficient in computer operation systems, such as Microsoft Office

· Current and valid insurance license or eligible for licensure

Company Description

We are a family-owned agency that has been servicing the community of Colorado Springs and surrounding areas for over 30 years. We take pride in eliminating questions and distrust in our industry by providing an education on the policies and the right coverage to our neighbors.