Wholesale Customer and Operations Representative - LIC

American Family Insurance Agency Staff; Boston (MA); On-site; USD 34,000 - 44,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) contribution

Pension plan

Annual incentive

9 paid holidays

Paid time off

Job summary

American Family Insurance Agency Staff in Massachusetts seeks an experienced support specialist to be the first point of contact for calls, emails, and chats. You will assist agents with carrier information, prepare coverage and premium financing quotes, and process policy details with accuracy per carrier specifications.

The role emphasizes customer-focused service, proficiency with Microsoft Office tools, and solid insurance process knowledge.

Qualifications

• Experience delivering customer-driven solutions or service.
• Proficiency with PC software applications (e.g. Microsoft Office, Internet Explorer, Outlook, Excel).
• Solid understanding of insurance or brokerage customer service or policy processing processes, terms and procedures.

Responsibilities

• Serves as first point of contact for quoting and online binding support, market inquiries, service issues, requests, policies, procedures, and billing/account information.
• Assists agents and staff with carrier information and general processes and procedures.
• Prepares and releases coverage and premium financing quotes.
• Processes policy information including issuance of certificates and ensures accuracy per carrier specifications.
• Orders inspections as requested.
• Escalates complex issues to the appropriate subject matter expert.
• May help develop role-specific standard work and mentor team members.
• May be asked to participate in projects based on skills or experience.

Skills

Customer service

PC software

Insurance knowledge

Communication skills

Tools

Microsoft Office

Excel

Outlook

Job description

Description

Experienced level role that serves as the first point of contact (calls, emails, chats) and resolution for service issues, requests, policies, procedures, and billing/account information. Communicates directly with agents/agent staff to provide assistance with carrier information and procedures. Prepares coverage and premium financing quotes and processes policy information.

Position Compensation Range:

$25.00 - $31.88

Pay Rate Type:

Hourly

Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.

Primary Accountabilities

• Serves as first point of contact (calls, emails, chats) and resolution for quoting and online binding support, market inquiries, service issues, requests, policies, procedures, and billing/account information.

• Assists agents and staff with carrier information and general processes and procedures.

• Prepares and releases coverage and premium financing quotes.

• Processes policy information including issuance of certificates. Ensures accuracy and completeness according to carrier specifications.

• Orders inspections as requested.

• Escalates more complex issues to appropriate subject matter area expert.

• May be asked to develop role specific standard work processes for team, mentor team members and provides project support.

• May be required to complete other assignments or participate in projects based upon skills, achievements, or experience.

Specialized Knowledge & Skills Requirements

• Demonstrated experience providing customer-driven solutions, support or service.

• Demonstrated experience and proficiency using PC software applications (e.g. Microsoft Office, Internet Explorer, Outlook, Excel, etc.)

• Solid knowledge and understanding of insurance or brokerage customer service or policy processing processes, terms and procedures.

• Demonstrated experience in customer service for insurance or brokerage products.

• Solid knowledge of state-specific regulations and system/procedural support for insurance or brokerage products.

• Solid knowledge and application of underwriting processing, servicing or billing guidelines.

• Demonstrated experience using reference materials, reading policy language, and processing rules and procedures.

• Demonstrated written and verbal communication skills.

Licenses

Property and Casualty producer license for resident state required

Travel Requirements

• Up to 5%.

Physical Requirements

• Work that primarily involves sitting/standing.

Working Conditions

• Not applicable.

Additional Information

• To ensure a strong start, all employees participate in our New Employee Orientation during their first week. This experience is held in person at our Madison, WI Headquarters or one of our AmFam core locations to help you connect with our mission, meet key team members and build relationships that support your growth. At times, sessions may be delivered virtually based on scheduling and availability.
• Offer to selected candidate will be made contingent on the results of applicable background checks
• Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions
• Sponsorship will not be considered for this position unless specified in the posting

• comprehensive medical, dental, vision and wellbeing benefits
• competitive 401(k) contribution
• pension plan
• annual incentive
• 9 paid holidays
• paid time off program (23 days accrued annually for full-time employees)
• student loan repayment program
• paid-family leave
• Interns and contingent workers are not eligible for American Family Insurance Group benefits.

We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

American Family Insurance is committed to the full inclusion of all qualified individuals. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please email [e-mail] to request a reasonable accommodation.

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