Service Agent

Position Title: Insurance Services Agent                                                                 Career Level: (completed by comp)

Department: Insurance Services                                                                                Job Status: Full-time/Hourly

Reports to:  Insurance Services Team Lead                                                           Amount of Travel: N/A

HomeFirst® Agency (HFA) is a leading insurance agency offering a wide range of insurance products from nationally-known insurance companies to protect your home, property and life. We strive to help customers find the right insurance products to fit their needs at competitive rates. Located in Maryville, Tennessee, we offer homeowners insurance to customers nationwide, and insurance to protect your other property and life in select states. For over 20 years, we have helped customers with their insurance needs. Today, we have more than 180,000 customers.

The licensed Insurance Services Agent provides excellent service and support to policyholders, agents, lenders, Retail Home Centers, and management during the lifetime of a policy. The licensed Insurance Services Agent reports to the Insurance Services Team Lead and provides exemplary customer service through inbound and outbound calls regarding HomeFirst accounts, products, services, and insurance policy sales. This position acts as a guide to policyholders by understanding all aspects of policies and ensuring client satisfaction. The licensed Insurance Services Agent ensures all necessary information is accurately recorded and documented, while providing support as needed to ensure policyholders have a positive experience.

Customer Service

• Adheres to company policies, procedures, and insurance regulatory requirements, ensuring that all insurance interactions comply with legal and ethical standards.
• Serves as the first point of contact for policyholders to ask questions and understand products.
• Demonstrates empathy and sensitivity when dealing with policyholders who may be experiencing stress or loss, helping to build trust to maintain a positive relationship.
• Builds strong rapport and relationships with policyholders to encourage policy renewals to prevent cancellations.
• Verifies policyholder’s contact information.
• Provides information to clients about policies and coverages, answering all questions or concerns.
• Sets expectations with policyholders, completes documentation and other information needed for renewals, payments, and cancellations.
• Processes credit card and ACH payments for customers and advising on billing statements and payment options.
• Continuously self-develops product knowledge and other Agency products offered for referrals.
• Assists Sales Support, Sales and Retail preparing quotes, binders and applications for review and closings.
• Maintains training and development by seeking ongoing, enhanced product knowledge and customer service skills. Staying informed about industry changes and updates.

Administrative 

• Assists and supports fellow licensed Insurance Agents and leadership with administrative tasks:
  • mailing checks,
  • completing letters, legal documents, and forms required for policyholders,
  • emails,
  • rightfaxes,
  • and other correspondence.
• Creates and distributes flood, replacement cost, letters of experience, and policy changes.
• Performs general office duties, photocopying, scanning, and faxing.
• Distributes, processes and images lienholder changes received via mail, email, or fax.
• Receives, distributes, and processes requests from policyholders from HFA website.
• Creates, reviews, and issues potential new policyholder binders and insurance applications.
• Works various special projects and spread sheets to maintain client satisfaction and Agency efficiencies.

Underwriting

• Communicates information needed with policyholders and lenders for underwriting instructions and updates.

• Reviews appraisals and pictures, analyzing risk for acceptable coverage increases.
• Reviews policies for updates, coverage increases, and rewrites with policyholders and lenders.
• Prepares cost estimator letters and underwriting documentation for policyholder/lenders.
• Updates approved underwriting accordingly with various business units and underwriters.

Other duties as assigned

This job description is not an exhaustive list of all the functions that a team member performs and other duties may be assigned.

QUALIFICATIONS:

• Education: High School diploma or equivalent required, college degree preferred.
• Experience: 6 months of related experience preferred.

• Must be able to obtain TN Property & Casualty Insurance License within 90 days of employment.
• Must have strong computer skills with ability to navigate Microsoft Office Suite.
• Maintains excellent knowledge of state and federal laws and regulations.
• Ability to communicate effectively and efficiently via phone, email, and person to person.
• Capability of gathering facts accurately, analyzing causes, evaluating alternate solutions, and arriving at sound conclusions on action to be taken.
• Ability to manage multiple and/or conflicting responsibilities.

• Great attention to detail, organizational skills, and time management.
• Good sense of urgency and follow up.
• Ability to handle stressful situations.

• Ability to work in a team environment.
• Ability to make complex decisions.
• Bilingual in English and Spanish a plus, but not required.

Licenses/Certifications: TN Property & Casualty Insurance License preferrable

Knowledge, Skills, and Abilities (KSAs):  

• Must have strong computer skills with ability to navigate Microsoft Office Suite
• Maintains excellent knowledge of state and federal laws and regulations
• Collections experience helpful, working knowledge of AS/400 and basic understanding of legal procedures a plus

• Ability to communicate effectively and efficiently via phone, email, and person to person
• Capable of gathering facts accurately, analyze causes, evaluate alternate solutions, and arriving at sound conclusions on action to be taken
• Ability to manage multiple and/or conflicting responsibilities
• Great attention to detail, organizational skills, and time management
• Good sense of urgency and follow up
• Ability to handle stressful situations

• Ability to work in a team environment
• Capable of dealing with changes that can and will occur periodically
• Ability to make complex decisions

PHYSICAL DEMANDS:

• Must be able to remain in a stationary position 75% of the time.
• Will be constantly operating a computer and other office productivity machinery, such as a telephone, calculator, copy machine, and computer printer.
• Will be communicating via phone, Teams, and Zoom.
• Must be able to exchange accurate information at all times.
• Must be able to identify and assess account status and determine appropriate process.
• Will constantly work in a state-of-the-art indoor temperature controlled, sealed window office environment.

BENEFITS:

• Medical and Dental Plan with Prescription Coverage and Vision.
• Competitive benefits including 401(K) includes 100% company match of the first 4%.
• Paid time off days (PTO), maternity/paternity leave, and holidays.
• Community involvement including Volunteer Paid Time Off (VTO).
• Tuition Assistance for your first degree.
• Enjoy coming “home” to our brand new, state-of-the-art Home Office equipped with onsite fitness facility with full gym, workout classes, volleyball and basketball courts, ping-pong, disc golf course, and onsite restaurant.
• Wellness programs that focus on emotional, social, spiritual, intellectual, environmental, physical, and financial well-being.
• Collaborative and energetic work environment.
• Professional development and promotional opportunities.
• Qualifies for quarterly company profit sharing.

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