What are the responsibilities and job description for the Receptionist & Account Service Representative ("ASR") position at W3Global?
Summary: Answer phones at front desk, scan and route mail via Imageright scanner system, accept packages, aid commercial lines department team by processing motor vehicle record requests, and add/delete autos & drivers as requested. Order supplies as requested. Once trained for ASR duties: compiles data, performs routine and complex tasks, and processes standard renewals, policy checklist reviews and endorsements to support the insurance process by performing the following duties.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Account Service: Assist Account Manager(s) in overall account service-related duties including, but not limited to policy changes, invoicing, certificate issuance for new and renewal business, audits, run MVR's, evidence of property certificates, updating Sagitta and ImageRight systems detail. Reviewing policy checklists to determine inaccuracies in policies and forwarding policies to clients (electronically & physically if requested & uploading to client portal).
Client Information/Requests: Receive and respond to client requests for information, policy changes, etc. Assist in obtaining coverage specifics, and other information necessary to prepare company applications/quotes for new and renewal business.
General Team Support: Keep Account Manager (s) and Producer(s) informed of major changes/problems. Answer telephone, maintain workflow within the team. Follow company procedures and provide general assistance to all team members.
Receptionist: Covers front desk for breaks as needed and when receptionist is out of the office.
Competencies - To perform the job successfully, an individual should demonstrate the following competencies:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include Close vision, Distance vision and Ability to adjust focus. While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee is frequently required to walk. The employee is occasionally required to stand; sit and reach with hands and arms.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Account Service: Assist Account Manager(s) in overall account service-related duties including, but not limited to policy changes, invoicing, certificate issuance for new and renewal business, audits, run MVR's, evidence of property certificates, updating Sagitta and ImageRight systems detail. Reviewing policy checklists to determine inaccuracies in policies and forwarding policies to clients (electronically & physically if requested & uploading to client portal).
Client Information/Requests: Receive and respond to client requests for information, policy changes, etc. Assist in obtaining coverage specifics, and other information necessary to prepare company applications/quotes for new and renewal business.
General Team Support: Keep Account Manager (s) and Producer(s) informed of major changes/problems. Answer telephone, maintain workflow within the team. Follow company procedures and provide general assistance to all team members.
Receptionist: Covers front desk for breaks as needed and when receptionist is out of the office.
Competencies - To perform the job successfully, an individual should demonstrate the following competencies:
- Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Uses reason even when dealing with emotional topics.
- Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
- Interpersonal - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
- Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.
- Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
- Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
- Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
- Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
- Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Asks for and offers help when needed.
- Judgment - Exhibits sound and accurate judgment; Includes appropriate people in decision-making process; Makes timely decisions.
- Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
- Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
- Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Education/Experience: High school diploma or general education degree (GED); or one-year related experience and/or training; or equivalent combination of education and experience.
- Language Ability: Ability to read and interpret policy & contract documents. Ability to speak effectively with customers or colleagues and type routine correspondence.
- Math Ability: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, and area. Ability to apply concepts of basic algebra and geometry.
- Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
- Computer Skills: To perform this job successfully, an individual should have knowledge of Microsoft Word processing software; Microsoft Excel spreadsheet software; Sagitta software and ImageRight software.
- Certificates and Licenses: Property & Casualty License required. If not upon hire, must attain within 6 months of hire. CISR Certificate should be sought within 18 months to 2 years of hire.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include Close vision, Distance vision and Ability to adjust focus. While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee is frequently required to walk. The employee is occasionally required to stand; sit and reach with hands and arms.
