Insurance Service Associate – First Call Resolution

HUB International; Traverse City (MI); On-site; USD 42,000 - 66,000; Full time

Job summary

HUB International is seeking an Associate Account Manager in Traverse City, MI to support personal lines client service, billing, and policy questions. You will triage requests, process endorsements, and build client relationships while adhering to agency standards.

The role requires a high school diploma, a property/casualty license (or ability to obtain within 90 days), and strong communication skills. Insurance familiarity and basic EPIC/MS Office skills are a plus in a collaborative team

Qualifications

• High school diploma required.
• Customer service experience preferred; insurance background a plus.
• Property/Casualty license required or able to obtain within 90 days of hire.
• Experience in financial services is a plus but not required.

Responsibilities

• Professionally answers phones and handles callbacks in a timely manner.
• Receives incoming calls regarding billing questions, basic policy inquiries, endorsement requests, and other routine service needs.
• Acts as a triage point, connecting clients with appropriate party when matters fall outside the scope of this role.
• Processes client endorsement requests following agency standards and procedures; escalates coverage questions to Team Lead or Producer.
• Develops and maintains relationships with agency clientele to ensure service needs are met.
• Provides consistent, accurate, and timely communication to clients through verbal and written correspondence.
• Educates clients on basic property and casualty insurance questions; refers complex coverage to Team Lead or Producer.
• Identifies and refers cross-sell, upsell, and referral opportunities to the appropriate team members.
• Reduces E&O exposure by adhering to agency standards for EPIC activity codes and documentation.
• Utilizes processing team and carrier service centers based on agency procedures.
• Takes initial claims information and routes to carrier claims department; escalates complex claims to Team Lead.
• Communicates regularly with the Team Lead on at-risk accounts for escalation and proper resolution.
• Performs other duties as assigned by leadership.
• Maintains active insurance license and participates in department meetings.

Skills

Communication skills

Customer service

EPIC proficiency

Team player

Organizational skills

Education

High school diploma

Tools

Microsoft Office

EPIC

Job description

HUB International is seeking an Associate Account Manager in Traverse City, MI to support personal lines client service, billing, and policy questions. You will triage requests, process endorsements, and build client relationships while adhering to agency standards.

The role requires a high school diploma, a property/casualty license (or ability to obtain within 90 days), and strong communication skills. Insurance familiarity and basic EPIC/MS Office skills are a plus in a collaborative team