Personal Account Representative-Customer Service

Job Description

Like working hard, having the time pass quickly, and feeling a sense of accomplishment? Come join our dynamic team!!

Our office is rapidly growing and we are looking to train the right individual to fit right into our company. We are currently seeking to fulfill a full-time position. Our Personal Account Representative will be responsible for providing exceptional service, educating our clients on coverage, and identifying revenue growth opportunities.

Insurance industry or agency experience and knowledge is not required but would be beneficial.

Salary: $17.00 - $18.00 per hour

Hourly Base Salary Based on Experience

Paid Time Off (PTO)

Dental Insurance

Vision Insurance

Health Insurance

Hands on Training

Mon-Fri Schedule

Career Growth Opportunities

Retirement Plan

Evenings Off

Maintain a retention (premium and PIF) rate of 93% on the existing book of business

• Complete 100% of the proactive renewal reviews assigned to you by reaching out to clients within the week they are assigned and completing the necessary follow ups. This improves the client relationship, generates opportunity and reduces remarketing to better support retention efforts.
• Treat each client interaction as an opportunity to add value by educating the client on coverage options
• Work efficiently and effectively with clients on their policies
• Educate the clients on the benefits of having Howard Hanna Insurance as their independent agent and actively demonstrate the value of the independent agent
• Follow agency cancellation and remarketing guidelines
• Complete additional retention related focus projects when assigned

Generate additional revenue on the book of business

• Review accounts when clients call in and work to improve coverage both through endorsements and coverage increases (Up sell)
• Identify account rounding opportunities and proactively pursue them (Cross sell) i. Identify coverages/policies that clients have outside of our agency ii. Generate demand for coverage the client may not know is available (i.e. boat, umbrella, etc.)
• Maintain a turnaround time of 24 hours on additional LOB requests, maximum 48 hours
• Set proper expectations with the client on when they will receive the quote. Daily update to the client is required if quote is not able to be delivered when promised.
• Bind coverage/issue new policies with a minimum goal of 2 new lines of business added per week to contribute to team efforts by accomplishing related results.

Provide outstanding service on claims, billing questions and endorsements

• Work to manage clients expectations and complete the necessary follow ups to strengthen client relationships
• Call return times- no voicemail is our goal. All calls to be returned within the hour when possible and must be returned the same business day.
• Follow inbox expectations for requests being sent to insurance@howardhanna.com
• Resolve product/service issues by clarifying the customers complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expedite correction or adjustment; follow up to to ensure resolution
• Use every opportunity to confirm and update client contact information
• Service Personal Lines accounts in a manner so as to eliminate gaps in coverage, thus reducing E&O exposures
Document the AMS management system h. Follow agency service standards on follow up and follow through

Positive attitude and efficient work ethic

• Work to increase and improve efficiency on a daily basis. This includes always finding ways to streamline processes, using technology tools to the fullest and limiting general distractions
Possess and maintain a positive mental attitude, including positive working relationships with clients and agency personnel

Other responsibilities as directed by your manager

Principals Address difficult issues professionally and quickly Listen to learn and strengthen the agency Be relentlessly positive with the team Outlast the suck of adopting change Be driven to achieve the agencys goals

Follow-Through

Lives up to verbal and written agreements, demonstrating reliability and accountability, regardless of personal costs.

Adaptability

Quickly and proficiently absorbs new information, demonstrating intelligence and adaptability in learning and applying new skills or knowledge.

Communication

Communicates clearly and persuasively, both verbally and in writing, ensuring articulation without verbosity, and effectively convincing others when necessary.

Teamwork

Promotes a collaborative environment by reaching out to peers and cooperating with supervisors, fostering strong team relationships and collective success.

Proactive

Acts independently with initiative, bringing new ideas and solutions to the forefront, driving positive change and innovation within the company.

Organization

Effectively plans, organizes, and schedules tasks, focusing on key priorities to enhance productivity.

Work Ethic

Demonstrates exceptional productivity with minimal wasted effort, characterized by a dedication to working hard and efficiently. A proven track record of going beyond standard expectations, including the willingness to put in long hours when necessary to achieve outstanding results.

Excellence

Sets and expects high standards for personal and team performance, striving for excellence and quality in all endeavors. Upholds the highest ethical standards, earns trust through actions, and maintains confidence by doing what is right, not just what is easy.

Receptive

Maintains openness to feedback and criticism, soliciting input actively and responding calmly to enhance personal and team performance.

* Please note candidates will be emailed an assessment upon applying. To be considered, candidates must complete the assessment and we will follow up upon reviewing *

HowardHanna.com

Hanna Holdings, Inc. affiliates and assigns are committed to providing equal employment opportunity to all employees and applicants for employment regardless of such factors as race, color, religion, sex, national origin, age, veteran's status or disability. The Company abides by all local, state and federal laws and regulations affecting the hiring of employees.