Client Information Guide

INSURICA, Inc.; Norman (OK); Hybrid; USD 22,000 - 30,000; Full time

Job summary

INSURICA, Inc. is seeking a client service specialist to handle incoming and outgoing calls, assess underwriting needs, and route leads to the appropriate carrier or brokerage.

You will enter lead data into Kodiak-based tools, manage tasks in Salesforce, and schedule follow-ups with business owners for underwriting triage. The role requires strong communication, multi-tasking in a fast-paced environment, proficiency with Microsoft Office, and strict confidentiality.

Qualifications

• Receive high-volume client calls and identify routing to carrier/brokerage
• Enter lead details into internal systems accurately and promptly
• Use Salesforce to manage tasks and communications
• Follow scripted calls using the Guru application
• Maintain confidentiality and adhere to company policies

Responsibilities

• Receive incoming client calls and identify routing to carrier/brokerage
• Enter client lead information into relevant systems
• Use Salesforce to manage tasks and communications
• Schedule follow-up appointments for underwriting triage
• Follow phone scripts via Guru during calls
• Collaborate with team via Slack/Teams
• Maintain KPIs related to transfers, attendance, leads, and call quality
• Adhere to confidentiality and company policies
• Participate in training and development
• Perform additional duties as needed

Skills

Client communication

Call center experience

Multi-tasking

Team collaboration

Time management

Education

High school diploma or equivalent

Property and Casualty license (preferred/obtainable)

Tools

Salesforce

Ask Kodiak

Guru

Slack

Microsoft Office

Job description

SUMMARY:The Client Information Guide is responsible for client contact (incoming and outgoing), from assigned direct contact campaigns, determining business and coverage needs, and assigning the lead to the appropriate carrier/brokerage.ESSENTIAL FUNCTIONS:Receive incoming client calls, from assigned campaigns, asking probative underwriting questions and identifying, based on appetite and/or client direct contact, to which carrier/brokerage the lead should be assignedEnter the client lead information provided into Ask Kodiak, as needed, to determine to which carrier/brokerage the call will be transferredUtilize the Salesforce system to receive tasks, including but not limited to phone calls, text messages, and email communications, completing them both accurately and timely mannerSchedule follow-up appointments with business owners/clients, as needed, to perform the underwriting triage at the time that works best for themUtilizing the GURU application, ensure the correct phone scripts are followed on all phone calls and messagesUse in-office collaboration software (Slack/Teams) to consistently communicate with the team and managers throughout the dayProvide excellent customer service, maintaining established key performance indicators related to transfer rate, time active, attendance, leads worked, and call quality scoresPerform all actions relating to prospects, customers, colleagues, and carriers in a manner that will avoid issues involving potential errors and omissionsParticipate in seminars and other training, as required, to continue growth and developmentAdditional ResponsibilitiesThis job description is intended to describe the level of work required of the person performing the position. Essential functions are outlined; however, other duties may be assigned, as needs arise, or as required to support the essential functions. Specific performance objectives may be developed each year to measure the performance of the tasks and functions listed in this job description.Remote work opportunities vary by location, department, and business need and are subject to change, as needed. Each manager will provide details on any telecommuting opportunities, as well as scheduling, within their department.KNOWLEDGE, SKILLS, AND ABILITIES:Ability to effectively manage a high volume of incoming and outgoing client callsAbility to work and multi-task within a fast-paced, changing priority environmentIntermediate PC skills, with a focus on the Microsoft Office suite of products (Word, Excel, Outlook, Teams, etc.)Self-motivated, with the initiative to prioritize and be self-directedRegular and punctual attendance is requiredAbility to communicate effectively, both verbally, and in writingExcellent interpersonal skills, with the ability to interact effectively with both colleagues and managers, across all levelsAbility to promote and maintain a team environment, willing to find accommodating solutions for our customers, companies, and the AgencyAbility to successfully adhere to company policies and procedures, as well as maintain strict confidentialityQUALIFICATIONS:A high school diploma or equivalent is preferredPrevious insurance or call center experience preferredCurrent state-issued property and casualty insurance license, or the ability to quickly obtain, preferredWORKING CONDITIONS AND REASONABLE ACCOMMODATIONS:Fast-paced, multi-tasking, office environment with periodic high disruption and changing prioritiesAbility to perform approximately 80% sedentary work, exerting up to 10 pounds of force occasionally, and negligible force frequentlyAbility to lift up to 20 pounds occasionallyRequires operation of a computer workstation, including keyboard and video displayAll requirements may be modified to reasonably accommodate physical or mental impairment