What are the responsibilities and job description for the Commercial Lines Account Technician position at Brown's Insurance Agency Inc.?
Mission
To serve the customer base so extraordinarily that clients tell their friends and family about the agency. By using rapport building and excellent communication skills, this role will work to solve clients’ problems effectively and efficiently. This includes being the first line of defense on all service items and only passing on the ones that require a licensed agent. Proactively work with the team to relentlessly support the Account Managers.
Desired Outcomes of this Role
- Handle daily downloads first thing in the morning
- Handle all basic certificate requests within 6 hours
- Inbound certificate requests
- Certificates at renewal
- Distribute faxes for the entire commercial lines and personal lines team.
- Handle basic billing questions (where to pay, who to pay, what to pay) and pass any higher level questions to the account manager
- Work to get clients on EFT or Pay in full payment options
- Order changes from the account managers on carrier websites
- Assist account managers with claims
- Process audits and alert the account manager/producer to any large addition/returned premium
- Call late payment notices as per agency procedures before cancellation
- Relentlessly work to update contact information on each and every call
- Enter data into the agency management system and/or rater
- Be the first to answer any phone calls received. Handle any service tasks as directed by account manager team
- Proactively work with account managers to take work from their desks that can be handled within your role
- Clearly and effectively communicate to the clients to manage expectations both via the phone and email.
- Ask clients for Google reviews and educate them on the agency’s referral program
Principles
- Address difficult issues professionally and quickly
- Listen to learn and strengthen the agency
- Be relentlessly positive with the team and see their potential when they cannot
- Outlast the suck of adopting change
- Be driven to achieve the agency’s goals
Critical Competencies
- Efficiency: Able to produce significant output with minimal wasted effort.
- Honesty/Integrity: Does not cut corners unethically. Earns trust and maintains confidences. Does what is right, not just what is easy.
- Intelligence: Learns quickly. Demonstrates ability to quickly and proficiently understand and absorb new information.
- Flexibility/Adaptability: Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change.
- Calm Under Pressure: Maintains stable performance when under heavy pressure or stress.
- Enthusiasm: Exhibits passion and excitement over work. Has a can do attitude.
- Work Ethic: Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has a track record of working hard.
- High Standards: Expects personal performance and team performance to be nothing short of the best.
- Openness to Criticism and Ideas: Often solicits feedback and reacts calmly to criticism or negative feedback.
- Listening Skills: Lets others speak and seeks to understand their viewpoints.
- Communication: Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including emails.
- Teamwork: Reaches out to peers and cooperates with supervisors to establish an overall collaborative working relationship.
Qualifications
- Minimum 3 years of experience in commercial insurance.
- Strong knowledge of commercial insurance products, policies, and industry practices.
- Excellent communication skills.
- Detail-oriented with exceptional organizational abilities.
- Relevant certifications (e.g., CIC, CRM) are a plus.
Disclaimer
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Job Type: Full-time
Pay: $44,000.00 - $58,000.00 per year
Benefits:
- Disability insurance
- Flexible schedule
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
- Work from home
Supplemental Pay:
- Bonus opportunities
Work Location: Hybrid remote in Manassas, VA 20110
Salary : $44,000 - $58,000
