Client Advocate

Your Responsibilities

SUMMARY:

Lockton Affinity, located in Overland Park, KS, is looking for an insurance professional that is customer service driven. The position requires a solid understanding of Property and Casualty insurance fundamentals. The ideal candidate will demonstrate a high level of professionalism, possess the ability to work well in a fast-paced environment and the flexibility to easily adapt to changing priorities.

Account Management Duties:

• Responsible for servicing and renewing a book of business.
• Exhibit superior customer care by accessing the customers’ needs and consistently identifying a path to provide an exceptional customer experience.
• Focuses on developing and nurturing strong relationships with clients, providing high-quality service, and ensuring prompt responses to inquiries.
• Makes positive contribution to customer satisfaction and constantly strives to improve service to the customer.
• Cross-sell additional lines of business available and appropriate for existing customers.
• Respond to all incoming calls and emails within Lockton Service Standards.
• Assist customers with on-line enrollment platform, including on-line bill pay.
• Review policy terms and conditions, review policy options, and answer any coverage questions.
• Receives and submits accurate service requests such as endorsements, certificates and audits.
• Effectively uses agency management system to service and renew policies; includes proper file documentation for auditing purposes.
• Monitors retention results for book of business and communicates trends to leadership team.
• Communicates in a positive manner to contribute to a cohesive, pleasant work environment.
• Protects the confidentiality of information learned by performing the duties of the position.
  
  

Claims Advocate Duties:

• Confirm claimant is an insured under designated program.
• Review claim and determine which or if a policy could be triggered by the claim.
• Field questions from clients on individual claims both written and oral.
• Report and/or assist clients in reporting claims to claim third party adjustor (TPA) or carrier.
• Assist in insurance coverage verification.
• Prepare narrative for Program Executives, Underwriters and other parties, as necessary, describing status of all or selected claims, routinely and upon request.
• Act as a liaison between the insured and the carrier when questions or service concerns arise regarding the handling or settlement of claims.
• Review, analyze and make recommendations on overall claims trends.
• Ensure timely receipt of claim TPA loss runs and import them into internal claim database.
• Coordinate requests for policy information from claims TPA or carrier as required.
• Respond in a timely manner to the requests and needs of the client to ensure an excellent customer experience.
  
  

Qualifications

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:

• Bachelor’s degree in business or equivalent education and/or experience preferred but not required
• Firm working knowledge of commercial property/casualty coverages and services
• Current P&C insurance license, or ability to obtain immediately
• Ability to work with computer technology with little instruction with proficiency at spreadsheet and word processing programs
• Organizational and time management skills to prioritize heavy workloads to meet time sensitive deadlines
• Proficient in Microsoft Office software
• Strong customer service focus
• Excellent verbal, written and interpersonal skills
  
  

The preceding job description has been designed to indicate the general nature and level of work performed by Associates within this classification. It is not designed to contain or be interpreted, as a comprehensive inventory of all duties, responsibilities, and qualifications required of Associates assigned to this job.

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