What are the responsibilities and job description for the Client Advocate position at Lockton, Inc.?
At Lockton, we’re passionate about helping our people achieve their ultimate potential. Our people are curious, action-oriented and always striving to make ourselves and those around us better. We’re active listeners working to ensure understanding and problem solvers developing innovative solutions. If you can see yourself delivering excellent service to clients, giving back to our communities and being a part of our caring culture, you belong here.
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.
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.
Lockton Companies is proud to provide everyone an equal opportunity to grow and advance. We are committed to an inclusive culture and environment where our people, clients and communities are treated with respect and dignity.
At Lockton, supporting diversity, equity and inclusion is ingrained in our values, and we believe that we are at our best when we fully embrace everyone. We strive to cultivate a caring culture that learns from, celebrates and thrives because of our breadth of differences. As such, we recognize that recruiting, developing and retaining people with diverse backgrounds and experiences is vital and enabling our people to thrive personally and professionally is critical to our long-term success.
Lockton is the largest privately held independent insurance brokerage in the world. Since 1966, our independence has allowed us to serve our clients, take care of our people and give back to our communities. As such, our 10,000 Associates doing business in over 100 countries are empowered to do what’s right every day.
At Lockton, we believe in the power of all people. You belong at Lockton.
At Lockton, we empower you to be true to yourself in all that you do. Your success is our success, and we provide opportunities to help you grow and create a rewarding career path, however you envision it.
We are ready to meet you where you are today, and as your needs change over time. In addition to industry-leading health insurance, we offer additional options to support your overall health and wellbeing.
Any Employment Agency, person or entity that submits an unsolicited resume to this site does so with the understanding that the applicant's resume will become the property of Lockton Companies, Inc. Lockton Companies will have the right to hire that applicant at its discretion and without any fee owed to the submitting Employment Agency, person or entity. Employment Agencies, who have fee Agreements with Lockton Companies must submit applicants to the designated Lockton Companies Employment Coordinator to be eligible for placement fees.
